FNB Sop

THE LEELA PALACES, HOTELS & RESORTS
PROCEDURES & POLICIES
&
S T A N DA R D O P E R AT I N G P R O C E D U R E S
FOOD & BEVERAGE SERVICE
(MAY 2012)
TH E L E E L A P AL AC E S , HO TE L S AN D R E S O R TS P &P A N D S OP
CONTENTS
SL CODE TOPIC PAGE NO
1 - Introduction 4
2 - Purpose 4
3 - BLISS & Operating standards 4
4 FB – 01 Ménage. 15
5 FB – 02 Table setup. 22
6 FB – 03 Sequence of Service. 23
7 FB – 04 Buffet. 45
8 FB – 05 Indian /Chinese /Japanese. 47
9 FB – 06 Italian 49
10 FB – 07 Bar. 52
11 FB – 08 Lounge (Tea /Coffee) 65
12 FB – 09 Private Dining. 69
13 FB – 10 Takeaway and Parcel. 79
14 FB – 11 In Room Private Bar. 79
15 FB – 12 Daily Amenity Placement. 82
16 FB – 13 Breakfast Doorknob Menus 83
17 FB – 14 Cake Orders. 84
18 FB – 15 Poolside. 85
19 FB – 16 Banquets. 91
20 FB – 17 Linen 95
21 FB – 18 Inventory 96
22 FB – 19 Special Scenarios 98
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23 FB – 20 Dissatisfied Guest Complaint. 105
24 FB – 21 Food and Beverage Entertainment. 107
25 FB – 22 Maintenance of Equipment 109
26 FB – 23 Hygiene 115
27 FB – 24 Internal Audit 116
28 FB – 25 Guest Feedback/Mystery Audit Analysis 117
29 FB – 26 Employee Satisfaction Survey Analysis 118
30 FB – 27 Food & Beverage Billing Control 119
31 FB – 28 Pastry Shop Controls 124
32 FB – 29 Banquets – Complimentary & Discounts 126
33 FB – 30 Manual F&B Billing incase of System Failure 128
35 - Annexure 130
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I NTRODU CTI ON
Food and Beverage department occupies an integral place in the hotel industry. It plays a vital role in the
profitability of the hotel business by providing a variety of F&B options in a hospitable manner to the in house & outside guest.
PURPOSE
The Food and beverage department along with the kitchens cater to the guests of the hotel. They
provide a reason to the guests to stay on and enjoy their experience within the hotel itself. Along with the eating options a
comfortable and beautiful ambience to enjoy the food is what the guests are looking for. It is the F&B team who create this
entire experience for the guest. The in house guests, apart from giving the hotel room revenue also contribute to the dining
revenue of the hotel. The F&B department is the 2nd largest revenue generating department of the hotel.
BL I SS & OP E RATI NG STA NDA RD S
F&B COMMON STANDARDS
1. All tables will be set uniformly and consistently and are not wobbly.
2. All chairs and tables used in the restaurant will be of matching pattern and color and free of damage.
3. All crockery, cutlery and glassware placed on the cover will be matching in pattern, clean and free of damage.
4. Silverware/EPNS will be used for all outlets.
5. All linen used will be spotlessly clean, ironed and free of rips and tears.
6. All placemats will be clean, free of spills and debris.
7. Condiments will be placed in neat, clean and full containers.
8. The sugar bowl selection will include white sugar, brown sugar and artificial sweeteners. (For all tea/coffee orders)
9. The dining room will be buffered from the sounds and smells of the food preparation area.
10. Food & Beverage service will be offered to all guests, through printed material and through personal contact by
associates within ten minutes of guest arrival.
11. Upon presentation of the menus, a brief menu introduction will be given, describing the offerings, as well as specialty
or daily rotating items.
12. The restaurant menus will be kept clean, free of stains and in good repair.
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13. The menu will feature items that are clearly appropriate for vegetarian guests and calorie or nutritionally conscious
guests
14. The restaurant menu will offer a varied selection of dishes.
15. The restaurant menu will offer an adequate number of vegetarian options.
16. The menu will feature items that are clearly appropriate to the season.
17. All pre-plated food and beverage will be served from the right hand side and silver service from left hand side - if the
space permits.
18. All food presentations will match their descriptions as mentioned in the menu.
19. All food and beverage presentations will be fresh, flavorful and visually appealing.
20. All food and drink items will be served at the correct and appropriate temperature.
21. In case of pre plated items, guest will have to be cautioned if the plate is hot.
22. All food portions will be appropriate and acceptable in size.
23. Foods will be cooked to appropriate doneness, crispness, color, etc.
24. A service tray will always be used when carrying any service/set-up equipment to and from the guest table.
25. Associates will always use a service tray when serving a drink to the guest. Associate will never carry glasses by hand to
the table.
26. Beverage menu will feature a varied selection of non-alcoholic beers, wines and mocktails.
27. All publicized drinks will be available.
28. All drinks will be served along with coasters.
29. Beverages will be served neatly and attractively, without spills.
30. Wine will be served in an appropriate and stylish manner and at correct temperature.
31. All beverages will be presented in the standard manner, with appropriate garnish (as applicable).
32. All glassware will be handled using the stem or the base, never the body.
33. The associates will try to up sell drinks where possible.
34. After presenting the order, associates will inquire as to further needs before leaving the table.
35. Service will always be quick, attentive and efficient. Limited service personnel should go on guest table during each
meal period.
36. A manager/supervisor will be present in the restaurant to overlook restaurant functioning.
37. Clearance will be done within 3 minutes of all guests finishing; table will always be kept neat and tidy.
38. Ashtrays will be cleared within 1 cigarette butts (For F&B areas where smoking is permitted)
39. Managers/Supervisors will check on guest satisfaction once during the meal period.
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40. Guests will be able to easily get associates attention within sixty seconds without raising their hands or making any
loud gesture.
41. Service will be unobtrusive ... associates will not interrupt with questions or make excessively long descriptions or
conversations.
42. The associate will not hover or linger intrusively around the table and disturb guest privacy.
43. When guests leave the table momentarily, napkins will be replaced or folded neatly.
44. If guest's napkin is observed to fall to the ground, it will be automatically replaced.
45. Sound system volume will be at a pleasant level and of good quality.
46. The restaurant atmosphere will reflect an organized and systematic functioning.
47. All guests will be thanked for their patronage.
48. All the side stations will be clean at all times.
49. The live kitchen will be reflective of hygiene and cleanliness standards maintained in the hotel.
50. If guests have taken cocktails in a bar, associates will carry beverages to the dining table, never allowing the guests to
do so.
51. If guests have taken cocktails in a bar, the charges will be automatically transferred to the dinner bill; the guest will
never be presented with a bill in the bar.
52. If live entertainment is presented, the sound system will function flawlessly, and the sound will be pleasing, yet
unobtrusive to conversation.
53. If live entertainment, musicians will be professional in behavior.
54. Each restaurant and bar will have 'Top 100' guests list, and their preferences will be known and acted upon
spontaneously.
RESTAURANTS
1. Reservations will be graciously accepted and conversation closed with a polite thanks and anticipatory remark.
2. Reservations will be immediately confirmed, along with confirmation of special requests; reservations details are
accurate.
3. All guests will receive a warm welcome within 15 seconds and be greeted as "Good (time of the day) (Guest name)". Server
will offer assistance within 10 seconds of being seated.
4. Coat assistance will proactively be offered.
5. The host will ascertain the guest's name and use it during all the interactions.
6. If not already known, associate will check with the guest how many people are in their party.
7. There will be at any given time, one person at the door to greet the guests as they walk in.
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8. Restaurant reservations will be held up to twenty minutes after the booked time, a courtesy call will be made within 10
minutes after the booked time has passed. Guests can easily and quickly make a dining reservation at any time of day,
speaking with a well-informed associate.
9. If reserved, guest's tables will be ready within four minutes of the appointed time; all tables will always be set for the
correct number of guests.
10. The host will seat the guest at a fully laid table.
11. If the guest does not have a prior reservation and the restaurant is fully booked, the host will offer the guests a
different timing and/or alternative outlet (check for the availability of other outlets).
12. The host requests the guest to follow him/her to their seats.
13. Guest seating preference will be sought and accordingly he/she will be escorted and seated at the appropriate table (if
available).
14. If there is a delay of more than 15 minutes to seat a guest with a confirmed reservation, the guest will be offered
alternative dining options and complimentary coffee/tea /dessert. For walk-in, if the waiting time is not met, only then
complimentary tea/coffee/dessert is offered.
15. Chair assistance will be offered in the order: Elderly members, children, ladies, gentlemen, and host.
16. As soon as the guests are seated, napkins will be unfolded and placed on their laps.
17. Extra covers on a table will be removed accordingly.
18. If waiting is required, refreshments will be offered; either complete cocktail service or a complimentary refreshment
(regardless of reservation and arrival time).
19. Mineral water will be offered within 2 minutes of being seated. Aperitif will be suggested along with beverage menu
presentation.
20. Once the original bottle is depleted, fresh bottles of mineral water will be opened during the meal by seeking the host's
permission to replace or there will be no charge for additional bottles.
21. All menus will be presented from the right hand side of the guest.
22. The host explains the specials of the day or any food promotions (if applicable).
23. Beverage menu will be presented within 60 secs of guest being seated. The server will check back with the guest within
3 minutes to take the drink order. The drink order will always be taken starting with the lady first and always try to up-
sell where possible.
24. If using a separate wine list it will always be presented to the host of the table. Server will check back with the host for
wine order.
25. Initial drink orders will be taken and all orders will be repeated clearly in a friendly manner. The server will write down
cover numbers to ensure correct placement.
26. Beverages, depending on the drink type, will be served within 5 minutes of ordering.
27. Associates will be aware of the beverage range; service of the drinks will be carried out smoothly and elegantly.
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28. When the glass is ¾ empty a refill will be offered immediately.
29. Repeat alcoholic beverages (except beer & wine), will be served in a fresh glass instead of a refill container.
30. The associate will approach the guest within 10 minutes to take the food order after presenting the menu.
31. Throughout all ordering and recommendations, associates will remain patient, helpful and enthusiastic; never impatient
or condescending.
32. The associate will up sell wine pairings along with the food.
33. If asked for a wine pairing recommendation, the steward will ask questions to accurately ascertain the guest's preferred
wine tastes (not simply guess or assume his taste).
34. The associate taking the order will initiate helpful suggestions to complete and balance the order. Associates will also
try to use the opportunity to up sell.
35. All reasonable off-menu guest requests will be accommodated smoothly.
36. The associate will ensure that all the necessary cutlery, condiments and table appointments are placed on the table
before the food is served.
37. When placing an order on the guest table, the associate will inform the guest about the name of the dish and special
instructions that were given at time of ordering.
38. Food will be served in the correct sequence and served to the correct person without prompting.
39. All dishes will be presented as discreetly and unobtrusively as possible.
40. The bread presentation will be distinctive and includes a variety of at least three types of excellent, fresh and flavorful
breads (one bread may be used if it is a local or theme specialty)
41. When presenting the main course, associates will inquire as to further needs before leaving the table.
42. In case of any delays the associate will inform the guest with a reason and a specific time by which the service can be
carried out, in case of further delays, the associate will go back to the guest and apologize and inform them of the
specific delivery time. If necessary the manager will offer the guest complimentary dessert, tea or coffee at the end of
the meal.
43. The following timelines (maximum) will be adhered to during food service at all times :
- starter/appetizer/soup: 15 minutes.
- main course: 10 minutes after clearance of 1st course.
- If the guest going straight for the main course: 20 minutes from the time order was taken.
- dessert order to be taken after main course full clearance.
- desserts to be served within 10 minutes. of ordering
44. If guests experience food quality issues, associates will apologize, clear the dish and offer a new or alternative dish.
45. The associate will clear the table of all cutlery and crockery on completion of the main course.
46. The associate will crumb down the table as required prior to dessert service.
47. After clearance of main course, the associate will proactively offer the dessert menu.
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48. Specialty coffees and teas including espresso, cappuccino and decaffeinated versions of these will be available in all
outlets at all times.
49. Choice of newspapers and periodicals will be made available and offered to single diners.
50. The lighting, temperature and music control will be correct and appropriate to the ambience of the restaurant.
51. If an event such as a spill occurs, the associate will react immediately/discreetly and will ensure that the tabletop is
restored to a pristine condition without creating a diversion.
52. Bill will be presented within 3 minutes of guest request in a clean bill folder with a hotel pen and restaurant comment
card.
53. The bill will be clearly itemized and correct.
54. The service associate will always return the correct change to the guest.
55. Prior to charging a bill to a room, the steward will always confirm the room no. with the guest.
56. All credit card payments will be verified against the signature on the back of the card.
57. If guests have deposited their coats, associates will automatically be aware of this, and will retrieve the garments upon
departure without reminder from guests.
55. Guests will be addressed by (Mr. /Ms. Guest Surname) and thanked upon departure by using the standardized phrase
particular to restaurant theme.
COFFEE SHOP & BUFFET
1. Juice and coffee/tea will be offered and served within 2 minutes of guest seating and constantly refilled.
2. Fruit and vegetable juice extracts will be fresh (more than simply orange or grapefruit); it will be possible to 'juice' any
fruit or vegetable.
3. Coffee will not to be served if brewed longer than 30 minutes.
4. When the buffet will be in operation, guests will be presented with menus and given the choice of a la carte or buffet;
guests will be given an orientation to the buffet.
5. All buffet and ala carte items will be labeled clearly and accurately. The red and green dots will be visible on every
buffet and ala carte item.
6. The buffet will be attractive and well presented.
7. The buffet counter will be kept spotlessly clean and free of spills.
8. Buffet table skirting will be clean, tidy in appearance.
9. All chafing dishes will be clean, polished and free of spills and stains.
10. Sufficient cutlery holders will be placed near each chafing dish.
11. Crockery will be conveniently located for guest use.
12. Along with the hot buffet, warm plates will be kept for guests.
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13. To help hold the plates, serviettes will be offered along with the plates.
14. All items served on the buffet will have clean and appropriate service cutlery placed alongside.
15. A kitchen representative will be present around the buffet at all times to assist the guests.
16. A varied selection of hot and cold breakfast items will be on offer. (For breakfast)
17. Butter placed on the table will be fresh and well presented. (For breakfast)
18. A minimum of three preserves will be placed on the table during breakfast service. (For breakfast)
19. Buffet traffic flow will be convenient and free of congestion.
20. All chafing dishes will be kept replenished and at least 1/3rd full at all times.
21. Service will not be interrupted and food will be refilled on buffets within 5 minutes.
22. Replenishment of the buffet will be done discreetly.
23. A variety of options, including international offerings, regional and local cuisine will be placed on the buffet.
24. A variety of options will be provided for salads and fresh greens.
25. The buffet will also feature foods for the calorie and nutrition conscious guests.
26. The buffet will feature live stations for on request items.
27. The dessert buffet will be elaborate and attractively presented.
28. Ice cream will be served in proper scoops.
SPECIALTY CUISINES
1. An amuse bouche reflective of the restaurant's theme or nationality will be presented at the outset of each meal.
BARS
1. Regular guest will be greeted by name and guest drink preference offered, and all ladies will be assisted first in all
interactions.
2. Back bar shelves and counters will be neat, clean and professional in appearance.
3. Bar counter will be neat and tidy, supplies carefully arranged.
4. Bar counter will not be worn or damaged, except as theme related.
5. The server will have a comprehensive knowledge of beverages and snacks, including cocktails on offer.
6. All beverage menus and snack menus will be presented together for the guest to select.
7. Seasonal or regional specialty drinks will be merchandised in bars and lounges either in printing or by display.
8. All mixed drinks will be served modified club style, with the mixer poured into the alcohol tableside.
9. When guests order drinks without specifying a brand, the server will offer a selection of premium spirits and wines.
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10. Beer will be served in chilled/frosted glassware.
11. All beverages will be prepared precisely as specified by the guest (i.e. up vs. rocks, olive vs. twist, dry vs. sweet, etc).
12. There will be no confusion at the bar counter during drinks service.
13. First drinks will be served within 4 minutes of seating at bar counter, five minutes at table.
14. Service will be quick, attentive and unobtrusive; table will be kept neat at all times.
15. Complimentary premium snacks will be served with all drink orders (alcoholic / non- alcoholic).
16. If finger foods or snacks are served, napkins will always be provided.
17. Bar snacks will consist of a variety of two (minimum) items in each presentation.
18. Wine by the glass will be poured at the table after the label is displayed.
19. Wine by the glass service will include an offer of a tasting sample.
20. At least 3 well chosen and diverse red wines, 2 white wines and 1 champagne/ sparkling wine are available by the glass.
21. Associates will behave in a professional manner.
LOUNGE
1. A full range of specialty coffees/teas will always be available. These will be elegantly/appropriately presented.
2. Beverage menus will feature at least five drinks highlighted as healthy and vegetarian, featuring fresh ingredients.
PRIVATE DINING
1. The order taker will ensure a complete meal by ensuring relevant appetizer, beverage, main course and dessert is
offered and up sell where possible.
2. The order taker will be able to helpfully discuss, in detail, any item on the menu.
3. If dessert was ordered, the associate will offer the guest the option of serving it upon completion of the main course.
4. All guest's special requests will be accommodated without hesitation, including serving dishes from any menu in the
hotel (if open).
5. A wide selection of low-fat or non-fat items will be available including milks, cheese, yogurt and sugar free jams.
6. Private Dining Menus will offer "comfort" food (Home-style cooking) and a variety of menu items from other outlets.
7. The order taker will take the order accurately, and note special instructions (Cooking levels, preferred accompaniments
etc.).
8. An estimated delivery time will be mentioned and the order served 5 minutes earlier.
9. Order-taker will repeat the order and confirm the number of covers as well as time of delivery.
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10. Breakfast will be delivered within 30 minutes, all continental breakfast orders and beverages within 20 minutes and
other meals within 30-40 minutes of order.
11. In case the order is delayed, the guest will be informed. If deemed necessary Manager may offer a complimentary
dessert, if not already ordered.
12. Guest’s orders will be served exactly as ordered with no confusion, in the guests’ preferred location in the room.
13. Associates will enquire about a suitable location to setup the tray/trolley. Associates will carry placemats as per the
number of covers.
14. The associate will explain the various condiments provided with the meal.
15. Service will always be attentive, including; appropriate condiments, complete place settings appropriate and ready to
begin the meal without re-arrangement by the guest
16. Flowers on tray will be fresh and un-obtrusive.
17. All food items will be covered and served at the correct temperature.
18. Prior to entering the room, the associate will remove all plastic/paper/foil wrapping.
19. All hot food, even if it is for a single guest, will be served from a trolley. For Resorts, where layout and terrain may not
permit trolleys, trays can be used
20. Coffee and tea and cocktails will be accompanied by an appropriate snack or treat.
21. Dinner presentations will include a small Indian fabric accent, such as a runner or napkins.
22. Associates will offer to pour the beverages (including tea/coffee).
23. The butler will always introduce him/herself, if serving through a butler pantry system.
24. Beverages will be offered to be poured.
25. The room service tray/trolley will be clean and in good repair.
26. The room service tray/trolley covers will be spotlessly clean and in good condition.
27. All drinks will be served covered with stan caps/acrylic covers.
28. All food on the trolley/kept in the hot case will be kept covered.
29. The food cover/cloche will be clean, polished and in good repair.
30. Guest will be wished “Please enjoy your meal (Guest name)”. Time of tray retrieval will be confirmed by asking “When would
you like me to clear the tray/trolley”.
31. Trays will be cleared within 10 minutes of receiving guest call.
32. The associate will enquire about guest satisfaction and any further requirements prior to clearing tray from room by
saying "Is there anything else I can assist you with, sir/ma'am?"
33. Associates will ensure the guest corridors and back areas are clear of trays and trolleys.
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IN ROOM PRIVATE BAR
34. A minimum of two glasses corresponding to the type of drinks offered will be placed in the cabinet.
35. Napkins, swizzle sticks, a cork screw, a bottle opener and coasters will be available in the cabinet.
36. Linen serviettes will be available.
37. Ice bucket and tongs will be available to the guest.
38. The ice bucket/tray will be filled daily.
39. The Private bar cabinet will be clean, not damaged and dust free.
40. Interior shelves will not be worn, damaged and will be clean.
41. The Private bar fridge will be discreet yet easily accessible.
42. The Private bar fridge will be clean, free of odor and in perfect working condition.
43. The Private bar fridge will be free of any ice build up.
44. The Private bar will contain a good selection of drinks.
45. A minimum of two bottles of mineral water will be available.
46. Private bar price list will be available (i.e. either a printed list or in the directory of services).
47. The private bar beverage/food items will correspond to the printed list.
48. All items in the Private Bar will have MRP (Maximum Retail Price) and expiry dates displayed. The items will be well
within their expiry dates and neatly arranged in an inviting presentation with all labels facing the front.
49. In the event of a DND, a note will be slipped under the door indicating that Private bar is to be checked.
50. Guest room amenities will include some food presentations that are unique and locally inspired.
51. Perishable guest room amenities will be replenished on a daily basis.
52. Plates, dishes and napkins will be cleaned and folded to their original condition.
53. Pre-ordered gifts or amenities will be placed into guest rooms before the guest's arrival.
54. The private bar will be checked daily and used mini bar items will be replaced.
55. Items consumed will be properly posted on the bill.
56. All dirty glasses will be replaced with clean glasses.
BANQUETS
1. All function spaces will be presentable at all times, impeccably clean (carpet free of stains, debris and tears; floors
polished and free of dust and marks; walls free of stains, dust and chipped paint, etc.); all lighting, HVAC, audio visual
equipment, telephones, etc., in good working order.
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2. All venues will be fully set, including lighting, music, decoration 30 minutes prior to the events scheduled. The air-
conditioning will be switched on 1 hour prior to the function in a conference hall and 2 hours prior in case of a
ballroom.
3. Signboards with correctly spelt text displays as specified by the guest will be placed outside the function room 1 hour
prior to the function.
4. A Manager/Captain/Supervisor will welcome the client, introduce him/herself, present a business card, and will give
the host a room orientation and confirm event details.
5. All audio-visual equipments will be pre-checked by either the Banquet Manager or Food and Beverage Manager. The
audio-visual attendant will be appropriately attired, and will always be present during the function.
6. All event equipment, linen and furniture (tables, stages and risers, etc.) will be in good condition, impeccably clean and
neatly arranged.
7. In all functions with tableside service, females will be served first, then others in order, clockwise around the table.
Clearing will be done in the same fashion. For events where synchronized service is utilized, this standard does not
apply.
8. Guests with off-menu or special dietary requests will be served at the same time as all other guests at the table.
9. All buffet items for meals and breaks will have a clearly identifiable name next to each item along with the veg./non
veg. indicators; guests should not have to ask questions on any food item.
10. Specialty coffees (cappuccino, espresso, latte, etc.) will be available during coffee service when feasible based on the
size of the function but will be offered at a charge for events of 50 people or less.
11. Guided site inspections with a hotel representative will be available 7 days a week, without prior notice.
12. For functions having more than 1 break and lasting 2 days, themed coffee breaks will be offered on a chargeable basis.
13. A Manager/Captain/Supervisor will ascertain satisfaction during and after the event.
14. Standard meeting sets will include candy or mints, individual note pads, pencils and water service, set with one bottle
of water. A minimum of one candy set per 3 guests.
15. Meeting planner boxes will be available for all meeting rooms. These boxes will contain stapler, scissors, tape, notepad,
pencil, pen, highlighter, markers, whiteout, staple remover, paper clips, calculator and post it notes.
16. Coat-racks, waste-baskets and call-buttons/clickers will be in place.
17. Room refreshes will occur at all breaks that are ten minutes or longer.
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P RO C ED UR E S & P O LIC I E S A ND S TA NDA RD O PE R A T I NG PRO C ED UR E S
FB - 01 : MÉNAGE
POLICY: The restaurant will be in excellent condition, both, as a dining location as well as a working environment,
prior to guest arrival.
SL Procedure (What) Step(s) (How) Standard (Why)
1.1 Ménage a) Before opening the restaurant associates will check

the entire restaurant.
1.2 Furniture and a) Carpet/tiles will be free of any stains or debris. i) BLISS: Carpeting/flooring will
flooring be in very good condition, free
of visible wear and loose seams
and threads; and will be
completely free of debris and
stains, signs of vacuuming and
footprints
b) Side stations will be clean at all times.
c) All table tops will be steady.
d) Table and chair legs will be free of any scuffs,

scratches and will be of the same color. ii) BLISS: All chairs and tables
used in the restaurant will be of
e) Chairs’ upholstery will be clean, matching and in matching pattern and color and
good condition. free of damage.
f) All surfaces will be free of dust.
g) Associates will align tables to ensure that all tables

and chairs will be in their right positions and there
is enough spacing between tables for guests to
move around freely.
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1.3 Lighting a) Light fixtures will be fully functional.
b) The restaurant lighting will be automated and pre-

set to change as per the time of the day.
c) If the restaurant lighting is not automated, the

lighting levels will be clearly indicated for associates
to change as per need.
1.4 Ambient temperature a) Temperature of the restaurant would ideally be 20- i) BLISS: Restaurant must reflect
and music 22’C. the appropriate ambient
lighting and correct
b) AC grills will be checked periodically to prevent temperature control.
dust or dirt built up, & a cleaning schedule will be
maintained.
c) Associates will ensure that the right CD is playing

at the right time as per the meal period music
specification.
ii) BLISS: Sound system volume

d) The sound level or volume will be at a
will be at a pleasant level and of
comfortable decibel & not an obstruction to
good quality
guest conversation.
iii) BLISS: The restaurant
e) Music selection will be reflective of the theme of
atmosphere will reflect an
the restaurant and the music will be rotated
organized and systematic
periodically.
functioning.
1.5 Mirrors and glass a) All mirrors will be polished and free of any
smudges.
b) All windows panes to be clean and free of any

streaks or spots. i) BLISS: The windows and glass
doors will be clean from the
inside as well as outside
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1.6 Plants and flowers a) All plant and floral decorations will be fresh. i) BLISS: Indoor plants will be
neat, clean and will be free of
b) Artificial plants will be wiped regularly to avoid dust and dried leaves
dust accumulation.
ii) BLISS: The plants will be
c) Natural plants if any will be watered everyday &
arranged aesthetically
will periodically be checked.
iii) BLISS: Plants/Planters will be
free of dry leaves and mud
stains
1.7 Reading material a) Associates will collect the newspapers from the Bell
Desk and ensure that the newspapers are for the
current date.
b) Newspapers will be available at the designated

place.
c) Current issues of business magazines, hotel

magazine, coffee table books and varied reading
material will be available in the outlet.
1.8 POS system a) POS systems will be switched on.
b) All functions will work perfectly. Associates will

contact IT (Systems) for any assistance if required.
1.9 Hostess desk a) The hostess will retrieve the table reservations
register from the Private Dining order taker. All
reservations received during the night will be
checked.
b) The hostess will place the “guest in-house” list,

table reservations register and standard hotel pen at
the host or hostess desk and ensure the host or
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hostess desk is free of clutter.
1.10 Pantry a) Associates will ensure that the back area or service
pantry is clean and appropriately stocked.
1.11 CGS (Crockery, a) All cutlery, crockery and glassware will be polished i) BLISS: All crockery, cutlery
Glassware and and clean. and glassware placed on the
Silverware) cover will be matching in
b) Cutlery will not be worn out. EPNS (Electro Plated pattern, clean and free of
Nickel Silver) polishing will be done regularly. damage
c) Crockery will not be chipped and cracked.
d) No stains or residual food marks will be seen on

the CGS.
ii) BLISS: All crockery, cutlery
e) In case of any chinaware found not matching the and glassware placed on the
restaurant specifications, the same will be removed cover will be matching in
from operations and exchanged with fresh
pattern, clean and free of
chinaware from the kitchen stewarding stores. damage
f) In case of breakage, remove the damaged articles

from the operations and exchange the same with
fresh chinaware from the kitchen stewarding store.
This will be done on a daily or a periodic basis. If
the restaurant maintains a breakage register, the
same will be updated as and when required.
1.12 Table appointments a) Salt cruet and pepper mills will be cleaned and
refilled.
b) A few grains of dry roasted rice will be added to the

salt shaker to keep it free flowing.
c) Butter dishes will be neatly prepared.
i) BLISS: The sugar bowl

d) Sugar bowls will contain castor, demerara and sugar
selection will include white
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substitutes. sugar, brown sugar and artificial

sweeteners. (For all tea/coffee
orders)
e) Table condiments (chutneys, pickles, jam,

marmalade, honey, onion and lime etc. will be
neatly prepared).
f) All tea condiments of lemon halves tied in muslin

will be kept ready.
1.13 Linen a) Table linen will be exchanged and arranged neatly i) BLISS: All linen used will be
on a linen stand. spotlessly clean, ironed and
free of rips and tears
b) Napkins will be neatly folded and kept as per outlet
standard.
c) All linen will be clean and fresh, free of stains,

tears, runs and loose threads.
d) All napkins will be checked for stains and then

folded as per standard.
1.14 Bar setup a) All garnishes will be prepared fresh.
b) All syrups and cordials will be refilled for service

and kept clean.
c) Counter top will be clean and organized.
d) Fresh ice will be kept (cubed, crushed) at the

correct temperature.
e) For Palaces: Flavored ice cubes will be set and kept

ready for iced teas and lemonades.
f) Lime juice and lime cordial will be prepared in
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advance.
1.15 Buffet counter a) The buffet counter will be kept clean and free of i) BLISS: The buffet counter will
any leftover food particles be kept spotlessly clean and free
of spills.
b) Plates, bowls etc. will be stacked at a designated
place. Appropriate service equipment will be placed
at the buffet.
c) All items on the buffet will have neatly and clearly

printed tags with a sign or font indicating ii) BLISS: All buffet and ala carte
vegetarian or non-vegetarian food. items will be labeled clearly and

accurately. The red and green
dots will be visible on every
buffet and ala carte item.
iii) BLISS: All chafing dishes will

d) Chaffing dishes will be clean and polished. be clean, polished and free of
spills and stains.
iv) BLISS: All items served on the

e) Service gear placed in front of the dishes will be
buffet will have clean and
appropriate to the dish.
appropriate service cutlery
placed alongside.
f) Associate will check the water levels in the water

pans of the chaffing dishes. Water level in the pan
should ideally be half an inch.
g) If the chaffing dishes are heated by solid fuel,

associates will check the fuel pots. The burnt
remains of the fuel, (if any) will be discarded, and
refilled with fresh solid fuel.
1.16 Side board a) Before the start of a shift, the restaurant staff will
ensure that the side – station or the sideboard is
stacked with all equipment necessary for smooth
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restaurant operations.
b) It will be the responsibility of the restaurant staff to

maintain adequate stock of all equipment and
stationery required for restaurant operations, in the
sideboard, neatly and systematically.
c) Listed below are some of the items that are

required to be stacked at the sideboard;
· Water tumblers or goblets
· A/P forks
· A/P k nive s
· A/P spoons
· B&B knives
· Tea spoons
· Soup spoons
· Demitasse spoons
· Parfait spoons
· Steak knives
· Ashtrays
· Cups and saucers
· Soup under-liners
· B&B plates
· Tea – strainers
· Straw holders
· Tooth pick holders
· Proprietary sauces like Tabasco.
· Ketchup and mustard
· Paper napkins
· Sugar Sachets
· Low calorie sweetener sachets
· Hotel match boxes and hotel pens
· Tooth picks and straws
d) In addition to the above, the associates will also
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ensure that there are adequate numbers of ready-

made covers stacked at the sideboard, as it helps in
ease of operations during busy hours.
e) Associates will ensure that all equipment stacked in

the sideboard will be kept in their designated areas
and not cluttered around.
f) The entire cutlery will be neatly arranged and

segregated as per the standard.
g) Service cutlery will be identifiable and properly

organized.
h) The night shift staff will clean the drawers and the
cupboards of the sideboard periodically (at least
once a week). This prevents the items stored in the
sideboard from acquiring a damp and musty smell
FB - 02 : TABLE SETUP
POLICY: All tables will be neat and organized prior to guest arrival.
2.1 Table setting a) All tables in the restaurant will be consistently laid
up and reset within 3 minutes of guest departure.
b) Table tops will be steady and not wobbling or

tilting on one side. i) BLISS: All tables will be set
uniformly and consistently and
are not wobbly.
c) Table mats will be clean, pressed and free of any ii) BLISS: All placemats will be
stains or tears. clean, free of spills and debris.
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d) Correct cutlery as per restaurant design iii) BLISS: All crockery, cutlery
specification will be used for its intended purpose and glassware placed on the
and will be clean, untarnished and matching in cover will be matching in
pattern. pattern, clean and free of
damage.
e) Glassware will be clean, un-chipped and matching
in pattern.
f) Napkins will be clean, pressed and free of any iv) BLISS: All linen used will be
stains or tears. spotlessly clean, ironed and free
of rips and tears.
g) Salt and pepper cruets will be available on the table

- clean and full.
h) Sugar selection on the table will include white,

v) BLISS: The sugar bowl
brown and sugar substitute.
selection will include white
sugar, brown sugar and artificial
sweeteners. (For all tea/coffee
orders)
FB - 03 : SEQUENCE OF SERVICE
POLICY: Guest experience, from the time of arrival to the time of departure will be special and memorable.
3.1 Table reservations a) When the restaurant is closed, the reservation book
will be kept with the RSOT. They take the
restaurant reservations and pencil them correctly
on the appropriate date with all details.
b) Reservations will be possible for lunch and dinner.

For Royal Club guests – reservations can be taken
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for breakfast in the Club Lounge.
c) Telephone will be answered as, “Good (Time of the

day), (Restaurant Name) (name of the associate) speaking,
how may I assist you?”
d) Only the pre-printed reservation book will be used for

taking reservations, ensuring that correct guidelines
regarding party sizes, special requirements (if any)
and seating intervals are mentioned. Associates will
write the reservation legibly, in pencil only, and
initials to indicate who took the reservation.
e) Details taken while making the reservation.

· Date and time of reservation – Incase the
restaurant is full during the required
reservation time; the guest will be advised of
the next available seating time. (For e.g. If the
restaurant is full till 8pm and the reservation is
post 8pm, the guest is informed about the next
available seating, which is 9.30pm)
· Name of the guest.
· Number of people expected.
· Name of the caller.
· Contact no. of the guest / Room No. (In case
of room guest).
· Any special occasion or requests.
· Choice of seating – Inside/ Outside,
Smoking/Non Smoking.
· Name and signature of the person who took
the reservation is mentioned in the reservation
book.
f) Associates will repeat the entire reservation details

and inform the caller that reservations will be held
for 20 minutes post arrival time.
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g) He/she will remind the guest that if there is a

change in his or her plans or the number in the
party that a telephone call would be appreciated.
h) Associates will inform the guest regarding the dress

code for the restaurant.
i) Closing the call “We look forward to welcoming you to

(outlet name). In case of any change in plans do let us know.
I hope you have a nice day ahead (Guest name).”
j) In case of reservation more than 10 pax, associates

will offer a preset menu. If necessary the menu will
be modified to the guest liking.
k) Subject to group size, PDR is offered. RSOT will

inform the guest that the Restaurant Manager will
call back to ascertain further requirements &
confirm the feasibility. Incase the PDR is
confirmed, a confirmation email is sent by the
Outlet Manager for further liaising and to provide
personalized service.
l) In case the caller specifies that the bill would be

settled by the company later on, inform him that
you would need a letter faxed or mailed across to
you stating clearly the following:
· Details of the reservation.
· Minimum guarantee.
· Rate if applicable.
· Billing instructions i.e. to company
m) This would need to be ratified by the Credit

Manager also to extend Bill To Company facilities
to the concerned party.
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3.2 Greeting a) Guests will be greeted, “Good (time of the day). i) BLISS: All guests will receive a
Welcome to (Name of the Restaurant).” warm welcome within 15
seconds and be greeted as
"Good (time of the day) (Guest
name)". Server will offer
assistance within 10 seconds of
being seated
b) Associates will enquire if they are holding a

reservation, “Sir/Madam, would you be holding a
reservation with us this evening?” If yes then request for
the guest name to verify the name against
reservation.
ii) BLISS: If reserved, guest's
c) If reserved, guest’s tables will be ready within four tables will be ready within four
minutes of the appointed time, and set for the minutes of the appointed time;
correct number of guests. In case of second all tables will always be set for
seating, the guest will be offered a table with in 15
the correct number of guests.
minutes. If there is a delay of more than 15 minutes
to seat a guest with a confirmed reservation, the iii) BLISS: If there is a delay of
guest will be offered alternative dining options and more than 15 minutes to seat a
a complimentary coffee, tea or dessert. guest with a confirmed
reservation, the guest will be
offered alternative dining
options and complimentary
coffee/tea /dessert. For walk-
in, if the waiting time is not
met, only then complimentary
tea/coffee/dessert is offered.
d) In the event that the guest is not holding

areservation, associate will check with the
reservation diary “May I have your name and how many
persons would the table be for?” and guest seating
preference will be sought (indoor /outdoor and
smoking/ non-smoking), accordingly an
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appropriate table will be offered.
e) In the event that the hostess is assisting a guest and

another guest approaches, the hostess will
acknowledge with a smile, nod and eye contact.
f) If the hostess is about to escort a guest to the table

and the other guest approaches, the hostess will
acknowledge the guest “One moment please, I shall
assist you shortly” in a clear & pleasant voice.
g) If the guest has not shown up within 10 minutes of

the reservation time, a courtesy call will be made to
the guest to reconfirm the booking.
h) Incase of no response, the table will be released

after 20 minutes of the reserved time.
i) In case there is some waiting time expected, based

on the table status, the same will be announced
“(Guest name), the table would be available only in (X)
minutes, would you like to wait?”
j) In case the guest agrees, associates will request the

guest for their mobile phone number. “(Guest name),
may I request for your mobile phone number please?”
k) Hostess will make a note of the guest name, mobile

number, number of covers, table preference and
expected waiting time in the reservation register
and enquire if the guest would like a pre-meal drink
at the bar/ lounge. “Would you care for a drink at our
bar/ lounge until the table is ready?”
l) When the table is ready, the hostess will inform the

guest by escorting him/ her from the lounge in
person (in case the guest is not already waiting at
the restaurant entrance). “(Guest name), your table is
P AGE 27 O F 1 3 1
ready now. Please allow me to escort you to your table”
m) In case the guest declines to wait, the hostess will

suggest alternate restaurants to the guest. “(Guest
name), would you like to dine at any of our other
restaurants. We have (restaurant 1) and (restaurant 2)”.
3.3 Escorting a) When escorting the guest to the table, the hostess
will walk alongside the guest walking not more than
3 paces ahead of the guest.
b) The hostess will ensure that the guest is not left

behind. The host or hostess will turn and
acknowledge the guest at least once while being
escorted.
c) The guest will be taken to the table by the shortest

route ensuring that other guests are not
inconvenienced at any time.
d) The Hostess will check guest satisfaction with the

table allocated “Are you comfortable with this table,
(Guest name)”.
e) In the event that the guest requests for a different

table, all possible efforts will be made to fulfill the
request.
i) BLISS: Extra covers on a table
f) The table will be set for the correct no. of guests. will be removed accordingly.
All extra covers will be cleared.
3.4 Seating a) On reaching the table, the hostess will provide

chair assistance to the guests.
b) The hostess will stand behind the chair and firmly

hold each arm/ each side of the chair. Bring the
right foot forward, with the knee touching the
chair. Lift the chair an inch from the ground and
P AGE 28 O F 1 3 1
pull the chair back. Wait for the guest to be seated.

With the right knee push the chair towards the
guest such that the chair touches the leg of the
guest.
c) The chair assistance will be provided in the

i) BLISS: Chair assistance will be
following order:
offered in the order: Elderly
Children, Elderly, Ladies, Others, Host (if known) members, children, ladies,
gentlemen, and host
d) Care will be taken while seating the elderly so as
not to offend them.
e) If a high chair is required for toddlers, it will be

readily available to offer to the guests.
f) Guests conducting a business related meet, a

couple on a romantic dinner or single guests or
differently able guests will accordingly be offered
tables which suit their needs.
3.5 Introduction a) The hostess will introduce the steward to the

guests, “My colleague (name) here, will assist you this
evening, I hope you enjoy your dining experience with us. Do
let me know if I can assist you in some way.”
b) The hostess will discreetly inform the steward

about the guests’ name and room no. (if applicable)
c) After seating the guest, the hostess will write the

guest’s room number, name and the table number
on the guest sheet placed at hostess desk.
d) After this all interactions of the steward will

necessarily include use of guest name.
3.6 Menu presentation a) If the guest requests for reading glasses, a pair of
reading glasses will be offered on a tray with a linen
P AGE 29 O F 1 3 1
or leather under liner.
b) All restaurants will have a set of reading glasses of

-2 to +2 power.
i) BLISS: Beverage menu will be
c) The steward will present the beverage menu from presented within 60 secs of
the right hand side of the guest, “Would you like to guest being seated. The server
look through our beverage menu (Guest name)” will check back with the guest
within 3 minutes to take the
drink order. The drink order
will always be taken starting
with the lady first and always
try to up-sell where possible.
d) The hostess will be in-charge of the upkeep and the

cleanliness of all food and beverage menu cards.
3.7 Aperitif and water a) Associates will offer aperitifs “Would you like some i) BLISS: Mineral water will be
service pre-meal aperitifs to begin your dinner?” offered within 2 minutes of
being seated. Aperitif will be
suggested along with beverage
menu presentation.
b) While the guest is browsing through the beverage

menu, preference of water will be taken. “ (Guest
name), would you prefer still or sparkling water?”
c) After the guest indicates his preference, associates

will offer him/her the choices available and
confirm if the guests’ would prefer water to be
served cold or at room temperature.
d) For bottled water, the associate will pick up the

bottle of water from the side station as per the
guest order and remove the plastic covering from
the seal in front of the guest (as applicable).
e) Water will be served from the right of the guest till
P AGE 30 O F 1 3 1
the glass is 3/4th full.
f) While pouring the water, the associate will take care

to avoid droplets splashing out of the glass. Water
will not be poured from a height.
g) After all the guests have been served, associate will

cap the bottle and leave it on the table.
h) If the glass is beyond the convenient reach of the

server, the associate will move the glass to a
position closer to himself. The water will be poured
with the glass on the table, and then gently moved
back to the original position.
3.8 Beverage orders a) The server will take the order in the sequence of
children, elderly, ladies and then gentlemen.
b) As soon as the steward gets an indication that the

guest is ready to order, he/she will approach the
table with a KOT (Kitchen Order Ticket) pad.
c) Associates will inquire about the pour & the mix of

the drink while taking the order. In case of juices
or soft-drinks or other non-alcoholic drinks,
relevant questions on brand preference & flavors
will be asked.
d) After taking the order the associate will always

repeat the order to the guest, to confirm the order
& specifications with all details. At the same time
the associate can suggest some snacks to go with
the drinks. E.g. “May I suggest some chicken tikkas to go
with your vodka sir?”
e) The associate will inform the guest of the

approximate delivery time of the drinks & excuse
P AGE 31 O F 1 3 1
himself/herself from the table.
f) Shawls will be made available for ladies in all

restaurants and be provided to guests on request or
on identifying a guest feeling cold. All restaurants
will have a minimum of 2 shawls available at all
times.
g) If guests request to keep the same as a souvenir,

guest will politely be refused and will be informed
that it would be available for sale.
h) No shawl will be reused without dry cleaning.

i) BLISS: Choice of newspapers
i) Single diners will be offered reading material such and periodicals will be made
as newspapers, current periodicals etc. available and offered to single
diners
3.9 Beverage service a) Associates will serve drinks from the right hand i) BLISS: Beverages, depending
side (if space permits) & follow specific on the drink type, are to be
instructions and service sequence of children, served within 3-5 minutes of
elderly, ladies, others and the host last. ordering and correct placement
of beverages to guest’s order.
ii) BLISS: Beverages, depending

b) The server will serve the beverage within 3 – 5 on the drink type, will be served
minutes and as per the above mentioned sequence. within 5 minutes of ordering.
iii) BLISS: All beverages will be

presented in the standard
c) Drinks will be served in clean, un-chipped, and
manner, with appropriate
appropriate glassware and with the appropriate
garnish (as applicable).
garnish.
d) In case of mixed drink, swizzle stick or stirrer will

be provided.
e) For any beverage service, coasters will be carried on

the salver along with the beverage order & placed
P AGE 32 O F 1 3 1
at the right hand side of the A.P. (All Purpose)

knife on the cover. In case beverage has been
ordered followed by food or only beverage has
been ordered, the coaster will be placed in the
center of the cover followed by the glass on it.
f) In case of chilled beer, the associate will keep the

bottle on a coaster on the table. The coaster going
on the table will be free of stains, fresh, clean &
crisp.
g) All drinks will be served in a fresh glass.
iv) BLISS: Repeat alcoholic

beverages, should be served in a
fresh glass instead of a refill
container.
h) For service of specific beverages refer to FB : 07
3.10 Food orders a) After the beverage is served the associates will
approach the guest for the food order.
b) In case of any festivals, promotions or specials of

i) BLISS: The host explains the
the day, the guest will be informed of the same
while presenting him/her the menu. specials of the day or any food
promotions (if applicable)
c) The associate will offer the guests the choice of
buffet or ala carte “(Guest name), we have the choice of
the buffet/ala carte/Set meal, would you like to have a look
at the buffet / menus?”
d) In the event the guest chooses the buffet, the guest

will be escorted to the buffet and introduced to the
various sections of it.
e) In the event the guests chooses to order from the

menu, the server will present the food menu “This
is our food menu, (Guest name), I will be back shortly to
P AGE 33 O F 1 3 1
take down your order”
f) After the drinks have been served, the associate will

return to the table to take the food order & ask if
they are ready to place the order.
g) If the guests are not ready, the associate will return

to the side-station and inform colleagues of the
same so that nobody else approaches the table to
take the order.
h) When the guest is ready to place the order the

steward will know by his body language or gestures,
so it’s important to keep a watchful eye on the table
for any signs that they are now ready to place the
order.
i) The server will be knowledgeable about the menu

and all items available. ii) BLISS: The server will have a
comprehensive knowledge of
beverages and snacks, including
j) The server will write the order down directly on a cocktails on offer
KOT pad and not note the order on scribbling
pads/commit the order to memory.
k) The associate will take down the order in a neat and

legible handwriting with appropriate cover numbers
and special instructions, if any. In case of more
than 1 guest at a particular table, the cover number
will be mentioned against the item ordered by each
individual guest.
l) A line will clearly be drawn after each course to

differentiate starters, main courses and desserts
m) If guest specifically orders for items & does not ask

for suggestions, the server will note down the items
ordered asking the relevant questions regarding
P AGE 34 O F 1 3 1
garnishes, sauces, fillings, accompaniments, method

& time of preparation etc
n) If the guest is open to suggestions while placing the

order the server will suggest items course wise i.e.
suggest a starter/ soup first, followed by a main
iii) BLISS: Associates will be
course & finally a dessert. If guest agrees with the
knowledgeable about the
associate’s suggestions, the order will clearly be
products offered and be able to
noted down and repeated.
offer suggestions based upon
o) If the guest is a regular to the restaurant, his guest needs; never a sense of
particular favorites, if known, will be suggested. 'hard sell'
p) Suggestions will be given after checking for any

dietary restrictions.
q) If guest enquires, associates will suggest healthy and

nutritious food items from the menu.
r) Any details of known allergies and food

specifications will be noted down and informed in
the kitchen.
s) Dietary specifications will be included in notes in

POS (Point of sale) for kitchen staff information.
t) The associate will repeat the whole order & specify

a time limit for serving the order.
3.11 Punching the order a) The associate will take down the order on the KOT
in POS in neat & legible handwriting with appropriate
cover no. & special instructions, if any. In case of
more than one guest at a particular table the cover
no. will be mentioned against the item ordered by
each individual guest.
b) “Food breaks” will be given after each course

while punching them in the POS.
P AGE 35 O F 1 3 1
c) The details from the KOT will be entered into the

POS system. Printouts of the KOT will be
generated in the respective kitchens
d) The associate who took the order will retain the

hand written copy of the KOT. This will be used
when the order is being served on the table to
know who is having what.
e) For continued or running order, a second KOT

will be raised & clearly demarcated as “continued”
on the top of the new KOT.
f) These orders will be given higher priority during

service.
3.12 Food service a) The mis-en-place will be kept ready at the side
station as per the ordered food, like Tabasco sauce,
Steak knife, soup under-liner with soup spoon etc.
b) The associate will ensure that all the necessary i) BLISS: The associate will
accompaniments, condiments & table sauces are ensure that all the necessary
placed on the table before the food is served. cutlery, condiments and table
appointments are placed on the
table before the food is served.
c) The associate will replenish the bread-basket & the

butter dish whenever necessary.
d) If the guest wishes to order a la carte then napkins

will be unfolded and placed on their lap once the ii) BLISS: When guests leave the
guest is seated. If the guest orders the buffet then table momentarily, napkins will
their napkin will be unfolded and placed on their be replaced or folded neatly
side plate until they return from the buffet and then
placed on their lap (ladies first and host last)
iii) BLISS: All pre-plated food and
e) The associate will serve food from the guest’s right
beverage will be served from
hand side when it is pre-plated and from the left
the right hand side and silver
P AGE 36 O F 1 3 1
side if it is silver served. service from left hand side - if

the space permits
f) While placing the dish on the table, the server will

announce the dish to the guest
g) Unless otherwise advised by the guest, not more

than 5minutes should pass between clearing of one
course & serving the next.
h) In case of any delays, the guest will be informed the

reason for the delay & a specific time by which the
service can be done.
i) If guest is going to the buffet for a 2nd or 3rd

helping, the dirty plate will be cleared from the
table (if empty), & place the cutlery on the B&B
plate on the side
j) If the guest’s initial drink is less than 3/4th empty, iv) BLISS: When the glass is ¾
guest is offered another drink or a repeat of the empty a refill will be offered
drink. Repeat alcoholic beverages (except beer & immediately.
wine), will be served in a fresh glass instead of a
v) BLISS: Repeat alcoholic
refill container.
beverages (except beer & wine),
will be served in a fresh glass
instead of a refill container.
3.13 Clearance a) As soon as the guest has finished the food & closed i) BLISS: Clearance will be done
his cutlery, the associate will ask if he may clear the within 3 minutes of all guests
plate. “May I clear your plate” finishing; table will always be
kept neat and tidy
b) In a table of two or more guests, if one has finished

the food before the others, the plate will be cleared
P AGE 37 O F 1 3 1
with the guests’ permission.
c) The clearance of the B&B (Bread and butter) plate

& knife will be done immediately after the
clearance of the main plate & always before the
dessert is served.
d) All used crockery; cutlery & glassware will be

cleared from the guest table & stacked on the side-
station from where the bus person will remove
them from the restaurant on his way out.
e) Guests will be offered finger bowls if hands used

while eating.
f) All water tumblers will be refilled.
g) After clearing of the table top, the table will be

crumbed discreetly.
i) BLISS: The associate will
crumb down the table as
required prior to dessert
service.
h) All items will be cleared except the centerpiece ii) BLISS: The associate will clear
before taking the dessert order. the table of all cutlery and
crockery on completion of the
main course
3.14 Dessert order a) Guest will be offered the dessert menu to browse i) BLISS: After clearance of
through. main course, the associate will
proactively offer the dessert
menu.
b) Dessert orders will be taken in sequence.
c) Suggestions will be given taking into consideration

the size of the portions.
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d) The associate will be able to suggest varied kinds of

desserts without sounding repetitive.
3.15 Dessert service a) Dessert cutlery will be set on the table.
b) Desserts are usually served pre-plated and will be

presented from the right hand side of the guest.
3.16 Meal satisfaction a) Restaurant manager or senior most member of the

outlet will check for guest meal satisfaction once
during the course of the meal.
3.17 Last orders a) Guest will be accepted into the restaurant at any
time between the opening and closing hours.
b) 15 minutes before the closing time guests will be

informed that the restaurant hours have ended, but
will be flexible on call of the restaurant manager.
c) There will be no cut off time for accepting last

orders, if the kitchen can process food then the
same will be done as long as the last guest remains
in the restaurant
3.18 Tea and coffee a) Guests will be offered after meal coffee or tea.
service
b) For a la carte orders of tea/ coffee refills will be
offered without charging the guest for the same
with the exception of cappuccino & espresso.
c) Selection of biscotti will go along with the coffee or

tea.
d) Tea/coffee cups will not be cleared from the table

till the guest leaves or if he/ she requests for it to
be cleared.
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3.19 After meal liqueurs a) The associate will offer the liqueurs available.
b) In case a guest orders a liqueur that can be served

with ice, the associate will ask the guest if they wish
to have it with ice/ crushed ice or straight. “Sir/
Madam would you like the liqueur served with regular ice,
crushed ice or straight?”
c) The associate will place the glass, shot glass, ice

bucket with ice/crushed ice and ice tongs/serving
spoon on the salver. Pour the liqueur as per guest
order into the shot glass.
d) He/she will then approach the table from the right

hand side of the guest. Place the drink at 1 o’clock
position next to the water tumbler.
e) Ice will be offered “May I put some ice in the drink?”

The ice cube/crushed ice will be lifted with the
help of ice tongs/serving spoon and placed gently
in the glass along the side.
f) The liqueur will be poured over the ice/crushed ice

into the glass and the empty shot glass and the ice
bucket will be removed from the table.
3.20 Cigar service a) Cigars will be offered to guests after they have had
dessert. (E.g. during coffee).
b) Server will approach the guests with the

“Humidor” and ask the Guests “Would you like to try
our range of cigars?”
c) If guest agrees, the server will open the box read

out the range available and point to the specific
cigars along with the prices.
d) After the guest has chosen the cigar, ask “Would you
P AGE 40 O F 1 3 1
like me to roll the cigar for you?” If yes, proceed with

Rolling or lighting cigars procedure
3.21 Presenting the check a) As soon as the guest asks for the check, the same i) BLISS: Bill is presented
will be presented in a clean bill folder with a automatically, or within 1
comment card & a hotel pen. minute of request. Bill is
presented in folder (or
equivalent) with clean,
appropriate pen. Bills are
accurately itemized and totaled
b) The associates will always check the bill before
presenting it to the guest for the following:
· All items consumed by the guest
· The portions consumed & the item prices
· Eligible discounts will be passed in case of
specific card or diplomatic guest as per the
hotel policy, e.g. FHRAI card, tax exemption
for diplomats, & connoisseur club cards etc
c) The check will be presented to the guest who has

asked for the check on a particular table.
d) In case of resident guests, the guests will be

requested to write their room no. and guest name
on the check and guest signatures will be requested.
e) If the guest requires any clarification regarding the

check, the same will be provided immediately. If
there is a discrepancy in the check, the associate
will apologize & take the check back to the cashier
for the relevant corrections.
f) As soon as the guest has signed the check or placed

cash or credit card inside the folder, the associate
will discreetly collect the folder from the table.
g) While clearing the folder for payment, the guests
P AGE 41 O F 1 3 1
will be requested to fill up the comment card, “Sir,

May I request you for your comments & suggestions as it
will help us improve our services”.
h) After the check is cleared, the folder will be

presented back to the guest. The folder will be
removed only when the guest leaves the restaurant.
3.22 Settling the check a) Cash:
· As soon as the guest places the cash inside the

folder, the folder will be cleared discreetly.
· The associate will quickly count the cash inside

at the side-station, & check if the billed amount
is present.
· The check will be settled on the POS and the

associate will collect the right balance & the
guest copy of the check.
· The associate will present the balance & the paid

copy to the guest in a folder
b) Credit card / debit card
· As soon as the guest places the card inside the

folder, the folder will be cleared discreetly.
· The associate will check the expiry date on the

card. In case the card has expired, the associate
will discreetly inform the guest of the same.
· The cashier will swipe the card in the EDC

machine & process the transaction.
· Once the authorized charge slip is obtained from

the machine, the charge slip will be presented
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along with the guest copy of the check, for the

guest’s signature. The associate will verify the
signature with that on the reverse of the card.
· After the charge slip is signed the folder will

discreetly be cleared from the table, the guest
signature will be verified, & the guest copy of
the charge slip along with the check & the credit
card to the guest will be returned to the guest.
· In case the card shows as declined by the bank,

the associate will discreetly inform the guest
through a printed card which states “We are sorry,
but our machine is currently unable to process your card.
May we request you for an alternate mode of payment?”
· The charge slip & the copy of the check will be

returned to the cashier.
c) Charge to room:
· Resident guests of the hotel might prefer to sign

the check & settle the same with their room bills
while checking out of the hotel.
d) Gift coupons and vouchers:
· Once the guest hands over the gift coupons or

comp. buffet vouchers the associate will check
the entitlement on the coupon & action
accordingly.
· The coupon may cover the entire the cost of

the meal or up to a limited amount only. The
associate will check & adjust the bill
accordingly.
e) A&G (Administrative and General) settlement
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· In case of hotel executives entertaining official

or personal guests, the official policy for guest
entertainment will be followed.
· The executive signature and employee id will

be taken on the check for personal
entertainment.
· HOD signatures will be taken to validate

official entertainment along with entertainment
slip.
3.23 Leftover food parcel a) Where the guest asks for the left over food to be
packed, it will be neatly packed in appropriate
containers.
b) Every food item will be packed separately.
c) The packed container should be placed in the Leela

paper bag of appropriate size before handing over
to the guest
3.24 Fond farewell a) After the check has been settled, the associate will i) BLISS: Guest must be thanked
still maintain eye-contact with the guest, in case the upon departure, wishing the
guest requires any after-mints or any other service. resident and regular guest
farewell by name. Standardized
b) If guest keeps sitting at the table, the associate will phrase particular to restaurant
ensure that the water goblet or tumbler is filled up theme.
whenever required.
c) As soon as the guest gets up to leave, the associate

will escort the guest till the entrance/ exit & thank
him for visiting the restaurant as well invite him
back. “Thank you for dining with us, it was a pleasure
serving at your table”
d) In case the associate is busy with the station in
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operations, the Manager or the hostess will see off

the guest at the entrance or the hostess desk.
“Thank you very much for dining with us. Looking forward
to see you again.”
FB - 04 : BUFFET
POLICY: Buffet experience will be at par with specialty restaurant service.

Service a) Service points will remain the same as FB – 03 :
Sequence of service
4.1 Buffet introduction a) The guest will be offered the choice of ordering
from the buffet or the ala carte.
b) The layout of the buffet will be explained to the

guest.
c) Specialty vegetarian/low calorie/vegan dishes will

be pointed out.
4.2 Buffet food a) The food will be displayed attractively in medium i) BLISS: Service will not be
size containers. interrupted and food will be
b) A distinct variety will be offered to the guest. refilled on buffets within 5

minutes.
c) A substantial number of options will be provided
to both vegetarian as well as non vegetarian guests.
d) Daily menu will differ so as to make the menu non-

repetitive.
e) Buffet refills will be efficient, prompt, without

spillage and inconvenience to the guest.
4.3 Service a) Guest’s glass of water will be filled at all times. i) BLISS: Service will be quick,
b) When the guest gets up to get a refill, the table will attentive and efficient; table
be refreshed. will be kept neat
P AGE 45 O F 1 3 1
c) All dirty plates will be cleared within 3 minutes;

cutlery will be placed on the side plate.
d) The napkin will be folded in a triangle and be

placed on the chair’s right armrest for guest return.
e) If the napkin is fallen on the ground, it will

immediately be picked up and changed.
4.4 Buffet presentation a) All tags on the food will clearly be visible. i)
b) Veg. and non-veg. food will be clearly marked by

green or red dots or different fonts.
c) The buffet will be presented corresponding to the

theme of the meal.
d) It will be arranged in a systematic and attractive

manner so as to look inviting to the guest.
4.5 Table setup a) Breakfast table will be setup in the following i)

manner:
· Centerpiece, cruet set, sugar pot, butter – dish

and preserve pots and bread spreads (nutella,
peanut butter, marmite) at the centre of the
table.
· A .P. spoon and A.P. knife on the right hand

side of the cover
· A tea cup and saucer on the right hand of the

table with tea spoon.
· Napkin to be folded as per restaurant

specifications.
· A.P. fork on the left hand side of the cover

facing inwards.
· B&B (Bread & Butter) plate with butter knife

on the left-hand side of the fork, keeping
knife facing away from the cover.
· Water goblet or tumbler at the tip of the A.P.

knife
P AGE 46 O F 1 3 1
· In case of disposable, pre – packed preserves,

adequate quantities will be placed on an
under-liner at the centre of the table
b) Lunch / dinner setup
Same as (a) except for the sugar bowl, the tea cup
& saucer, preserves and butter knife.
FB - 05 : SPECIALITY RESTAURANT (INDIAN / CHINESE / JAPANESE)
POLICY: Food service will impeccable and polished in line with the group and restaurant standards.
5.1 Greeting a) Hostess will be neatly attired in the uniform which

is inspired by the theme of the restaurant.
b) A warm welcome will be extended to the guest.

“Good (time of the day), Welcome to (restaurant name).”
c) Associate will check for guest reservations, if not

made, will offer appropriate options.
d) Once the guest is seated comfortably, the hostess

will offer a cold/warm towel from an EPNS
(Electro plated nickel silver)/wooden tray. “Would
you like a cold/warm towel?” The cold/warm towel
will be offered to the guest with the help of a tong.
The wooden tray will be left on the table for the
guest to put the used towel.
5.2 “Amuse bouche” a) To give a flavor of the restaurant cuisine a unique

presentation and interesting snack will be provided at the table
complimentary. (E.g. khakra & pickle, south Indian
P AGE 47 O F 1 3 1
papadums and fresh chutney, Chinese caramelized

walnuts, kim chee, assorted Indian papadums etc.)
b) This will be provided after the menu presentation.
5.3 Food orders a) Associate will be able to offer options in food such
as vegetarian, spicy/non-spicy, Jain appropriate,
gravy without certain ingredients, offer changes to
certain dishes which can be executed by the
kitchen.
b) The associate will be able to answer questions

about the menu and ingredients confidently
without error.
c) The associate will be able to offer and up sell

suitable wine selections to be paired with the food
being served – Indian or Chinese.
5.4 Cutlery a) Along with cutlery, appropriate traditional cutlery

will also be provided – e.g. chopsticks.
b) Prior to Indian meal, onion, green chilly, lime

platter will be offered.
c) All Indian starters will be accompanied with

appropriate chutney.
d) Indian cruet will include neat sets of pickle, chutney

and sweet pickle.
e) Chinese cruet will include soya sauce, chili vinegar,

and chili sauce.
f) Japanese cruet will include soya sauce, wasabi,

pickled ginger (gari).
g) Jasmine tea will be served complimentary
P AGE 48 O F 1 3 1
throughout the meal (Chinese).
5.5 Service a) Food will be silver served to the guest from the left
hand side, without inconveniencing the guest.
b) Food will be served exactly to the person who

ordered the food.
5.6 Meal completion a) Dirty plates will be cleared immediately.
b) Guests will be offered finger bowls for washing

their hands after their meal if hands are used while
eating.
c) Mouth fresheners will be offered at the end of the

all meals.
FB - 06 : ITALIAN
POLICY: Associates will have good understanding of Italian food and wine to make appropriate suggestions to
guests.
6.1 Pick up chart a) The pick-up chart will be prepared by the i) BLISS: The associate will
Restaurant Manager, Chef and approved by the ensure that all the necessary
Director of Food and Beverage and copies will be cutlery, condiments and table
issued to each associate. appointments are placed on the
table before the food is served
b) The same will contain all the menu items with their
recipes. Specific china and flatware will be
identified along with garnishes and condiments.
P AGE 49 O F 1 3 1
c) Associates will familiarize themselves with the pick-

up chart for standard menu items and the
specifications for daily fresh items.
d) A photo board of all items with their correct

presentation will be posted at the appropriate pick-
up location (i.e. hot line, cold line). The photo
board will be posted on the walls in areas where the
staff can easily refer to it. The information, with
specific photographs for table presentation, table
set and food items, will be property specific.
6.2 Pre- meal a) Bread assortment or crackers and balsamic vinegar

& olive oils will be offered at the start of the meal
6.3 Composing the meal a) Associates will recommend certain items or even
suggest an entire meal for their guests.
b) Although meal composition depends on the outlet

menu specifics, the following guidelines will be
followed for “composing” a meal.
· The guest preference will take priority over

recommendations.
· Fish, meat, poultry, game, vegetables or fruit

will not appear twice on the same menu. For
instance, if a cream of chicken is served as a
soup, chicken will not be served as a main
dish.
· The color of food will vary with each course.

For example, white meat pasta will not be
served after white fish pasta.
· The serving of similar sauces shall be avoided.

If a Sauce Béarnaise is served with the meat,
P AGE 50 O F 1 3 1
Sauce Hollandaise will be avoided for fish and

vegetables.
· Recommendations will avoid serving two

courses deep fried in fat in one menu.
· Knowledge of commonly known allergens is

kept and appropriate food options are offered.
6.4 Wine pairings a) The associate will be capable of pairing the food
with the appropriate wines.
b) Associate will be able to explain “new world”, “old

world” and classical wine pairings.
c) All wines will be offered in the correct glassware.

E.g. Burgundy reds will be offered in a burgundy
balloon glass.
d) The wines of an older vintage or full bodied high

tannin wines will be offered to be decanted and
allowed to breathe prior to service.
6.5 Towels and finger a) Finger bowls will be served with all items eaten i)
bowls with the fingers, such as lobster, artichokes or fresh
fruit.
b) Finger towels will be served at the end of each meal

or after shellfish dishes. They are rolled, scented
with a natural scent such as rose water, flower
water or ginger, and sprayed with hot water on one
end and presented with tongs or on a plate. These
will be cleared as soon as possible after use with
tongs
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FB – 07 : BAR
POLICY: Service at the bar will be unobtrusive and stylish yet professional.
7.1 Wine service a) The associate will place the appropriate wine glass
and wine on the salver depending on the wine
ordered. The wine will be carried carefully to the
table and presented to the host/ person ordering
the wine.
b) While presenting the bottle, the bottle will be

displayed with the label facing the guest giving the
host the chance to check the wine label and the
correct temperature “Sir/Madam would you like me to
open the bottle?”
c) Once the wine has been approved by the guest, it

should be opened in front of the guest. The bottle
should not be placed on the table while opening the
same
d) Opening procedure for Still Wine:
· Cut the foil on the bottle (below the first

major lip of the bottle) with the knife from the
wine opener. Try to turn or move the knife
around the neck of the bottle, rather than
turning the bottle
· Cut with a slight pressure so that an even cut is

obtained. Place the cut foil in the pocket.
· For still wines hold the wine opener or

corkscrew at a slight angle, and place the point
of the screw or “worm” at the center of the
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cork
· Push the worm into the cork, and while

turning, bring the corkscrew upright
· Turn the worm until it is completely in the

cork
· Bring the lever down to the lip of the bottle

and place it firmly on the lip. If the worm has
been inserted too far into the cork, the worm
will need to be removed a bit to enable the
lever to fit firmly and safely on the lip
· Move the handle down
· One hand will be placed on the lever that is

resting on the lip and held firmly. With the
other hand, pull the handle of the lever straight
up.
· The actual pulling of the cork, if the screw has

been properly placed can be done with two
fingers pulling straight up towards the ceiling.
Do not pull toward the body, or the cork will
break.
· The cork should be pulled out very slowly

without any noise or any big pops
· If the cork should begin to break, turn the

corkscrew 180 degrees, and work from the
opposite side
· If the cork should break completely, remove

the first piece of cork, re-insert your
corkscrew, and begin again
· If the whole cork, or a part of it, actually goes
P AGE 53 O F 1 3 1
into the bottle of wine, take the bottle back to

the bartender and get a replacement bottle.
Begin the opening process once again.
· For twist caps, open the cap discreetly.
e) Offering a Taste of the Still Wine:
· Once the wine has been opened, a small

amount (around 20 ml.) will be offered to the
host for tasting and approval
· Allow the guest time for tasting the wine

unless the guest asks to go ahead and pour
· If the guest rejects the wine, the manager will

be called for to enquire the reason for
disapproval.
· Tell the manager of the concern as soon as

possible. Do not get into a discussion with the
guest over their choice or opinion of the wine.
· For wine by the glass, the server may replace

the rejected wine and offer another a glass of
wine from another bottle. (While settling the
check, the server will inform the Manager of
the same).
f) Pouring Still Wine:
· After the wine is approved, ask the guest if he/

she would like the wine decanted.
· If yes, begin with the person to the left of the

host/hostess, and continue serving in a
clockwise movement around the table, serving
the host last
P AGE 54 O F 1 3 1
· Pour the wine evenly so that every person at

the table gets an equal portion. If the
host/hostess has not ordered enough wine,
suggestion of additional bottles will be made,
before beginning to pour.
· Pour a maximum of 5 ounces or 150 ml per

guest, placing the hand at the back of the label,
leaving the label in full view of the guests.
· When pouring, make a one quarter turn in the

clock wise direction of the bottle towards the
end to avoid dripping. The drip will be wiped
after each pour with a clean napkin
· End the serving of the wine by pouring for the

host/hostess
· In case the host/hostess cannot be

determined, offer the wine for tasting to the
guest ordering the wine and start service from
the left of that guest
g) Offering a second bottle of the same still wine:
· Bring a new tasting glass and present it only to

the person ordering or tasting the second
bottle. If requested to be decanted then a fresh
decanter should be used
· Service procedure to be followed as per (f).
h) Service of White/ Rosé Wine:
· White wines are served chilled. A wine bucket

is used to maintain the wine chilled throughout
· Choose a wine bucket after inspection and fill

up the bucket with ice cubes to a level, little
P AGE 55 O F 1 3 1
more than half the bucket’s capacity along with

water.
· Obtain bottle from the wine cellar. Wipe clean

& place it into a wine bucket in a slant, with
the neck resting on one side of the bucket
· Cover the wine bucket by folding the waiter’s

cloth into three equal folds along its length and
placing the folded waiter’s cloth on the rim of
the wine bucket
· The wine bucket placed on a stand is set to the

right of the host or the person who ordered
the wine
· Present the bottle as described above
· Return bottle to the wine bucket & proceed

with opening of the wine in the same manner
& sequence as the red
i) Opening the bottle of Sparkling Wine:
· Sparkling wine to be served chilled (but not ice

cold). It is usually served at 6-8 degree
centigrade
· Choose a wine bucket after inspection and fill

up the bucket with ice cubes to a level, little
more than half the bucket’s capacity along with
water.
· Obtain bottle from the parent outlet/ bar

servicing bar side area by checking the label,
temperature and cleanliness.
· Cover the wine bucket by folding the waiter’s

cloth into three equal folds along its length and
P AGE 56 O F 1 3 1
placing the folded waiter’s cloth on the rim of

the wine bucket
· Place the wine in the bucket, and the bucket in

the stand, to prevent injury and spillage
· Remove the stopper by holding bottle steadily

in left hand and applying upward pressure on
the lever with thumb and index finger of right
hand
· Prepare and place the collar by taking a

spotless and clean waiter’s cloth and fold it
keeping wrong side up into a thin strap wrap
across the neck of bottle
j) Offering a taste of the Sparkling Wine:
· Present the bottle by holding base of the bottle

in palm of right hand, body and neck resting
on arm and by saying “Your (Name of the
wine) sparkling wine (Guest name)”
k) Pouring Sparkling Wine:
· Before beginning to pour the sparkling wine,

ask the person who ordered the wine saying
“Sir/ Madam May I?”
· Begin with the lady on the table first and

continue serving in a clockwise movement
around the table
· Pour by bringing the bottle just on top of the

rim of the glass and tilting the wine bottle and
slowly pouring it into glass, till the glass is
about 80% full, than by rotating the bottle
clockwise will finishing.
P AGE 57 O F 1 3 1
· Place the stopper back by wiping the rim of

the bottle with a waiter’s cloth and securing
the stopper properly
l) Where the wine is ordered by bottle, the wine

either decanted (in case of red wine) or in a wine
bucket (in case of white and sparkling wine) will be
removed and taken back to the bar pantry/
dispense bar after serving and not left on the table/
next to the guest. The Bar Attendant will bring the
wine decanter/ wine bucket once the glass is about
2/3rd empty to refill. After every refill the wine
decanter/ wine bucket to be taken back to the bar
pantry.
m) In case the wine is ordered by the glass, the steward

will carry the wine glass and the wine bottle
together on a salver (in case of red wine) or in a
wine bucket (for sparkling/white wine) and place
the glass on the table.
n) For wines by the glass a varied list of options will

be available to the guest.
7.2 Beer service a) The associate will ensure that the glass/ mug is
chilled, clean and not chipped.
b) The associate will approach the table from the right

hand side of the guest and place the coaster along
with the beer glass/ mug on the table in front of
the guest.
c) The associate will pour the beer from the bottle/

can with the beer in the left hand along the walls of
the glass/ mug to ensure minimal ‘head’ formation
without touching the rim of the glass/ mug.
d) In case of more than one person on the table
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having beer the sequence will be repeated for all

guests having beer on the table by moving to the
other guests in clockwise direction.
e) In case of draught beer, the same will be pre-

poured in a chilled glass and brought on a salver
along with a coaster. Approach the table from the
right hand side of the guest. Place the coaster along
with the beer glass on the table in front of the
guest.
f) When the glass/ mug is about 3/4th empty,

approach the guest and enquire for a refill saying
“(Guest name), would you like another beer?” If
the guest declines enquire if the guest would like
some other drink saying “(Guest name), can I get
something else for you?”
g) The corona will be served with a lemon wedge on

the bottle neck and a beer tumbler by side
7.3 Whiskey / Brandy / a) The associate will ensure that the glass is clean and
Cognac / Armagnac not chipped and free from any stains or finger
(Drinks without marks. The steward will take the coasters, swizzle
mixers) stick, an ice bucket with tongs, the mixers in a
decanter and place on the salver along with the
beverage
b) The steward will approach the table from the right

hand side of the guest. The coaster will be placed
on the table in front of the guest and the drink on
the coaster while announcing "(Drink name) for you
(Guest name)."
f) The associate will offer the guest ice "Would you like
some ice in the drink?" If yes, lift the ice cube with the
help of ice tongs with the right hand and place it
P AGE 59 O F 1 3 1
gently in the glass along the side
g) The pre-portioned spirit will be poured over the

ice.
h) Soda/water or warm water (cognac) will be offered

to the guest if required.
7.4 Cocktails / Mocktails a) Suggestions offered will be based on what kind of

cocktails or mocktails the guest likes. Mixed,
layered, smooth, sweet, heavy on the alcohol etc.
b) The associate will ascertain the kind of base spirit

the guest has a preference for.
c) Drinks will be made in corresponding clean glasses

with appropriate garnish.
d) Drink will be announced before placing on the

table with a coaster.
7.5 Rum / Vodka / Gin a) The glass will be clean and not chipped and free
(Drinks with mixers) from any stains or finger marks. The associate will
pick up coasters, swizzle stick, and an ice bucket
with tongs, take the mixers in a decanter and place
them on the salver along with the beverage.
b) The associate will approach the table from the

right hand side of the guest, place the coaster on
the table in front of the guest and the drink on the
coaster while announcing "(Drink name) for you
(Guest name)."
c) Ice will be offered to the guest "Would you like some

ice in the drink?" If yes, lift the ice cube with the help
of ice tongs with the right hand and place it gently
in the glass along the side
P AGE 60 O F 1 3 1
d) The pre-measured spirit will be poured into the

glass over the ice.
e) Offer to pour the mixers, “Would you like to tell me

when?” The mixer will be poured as indicated by the
guest by picking up the decanter by its neck with
the right hand such that it does not spill and stop
when the guest indicates. It will be placed on the
table so that the guest can have an easy access to
the mixer.
7.6 Shots a) Shots will be portioned out into shot glasses.
b) The glasses will be placed on the table in front of

the guest or at the bar counter.
c) Shots will never be repeated in the same glass. A

fresh glass will be offered for every drink
7.7 Light snacks a) The associate will place the snacks on a salver along
with the appropriate cutlery and clean napkin and
approach the table. The salver will be lined with a
clean under liner. The cutlery will be clean and
polished and the napkin will not be torn and be
free from any stains or tears
b) The pre-plated order will be placed on the table

followed by the napkin and the cutlery over it from
the right such that it is easily accessible ensuring
that the guest is not inconvenienced at any time
Announce the name of the dish as it is placed on
the table by saying “(Name of the dish) (Guest name)”
c) In case the guest requests for a plate, the plate will

be placed in front of the guest ensuring that the
guest is not inconvenienced at any time. In case
plates have a hotel branding on them, plates will be
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placed so that such branding is in the 12 o’ clock

position
d) Appropriate condiments will be served with the

dishes. All condiments will be served either in
sealed miniature jars or by decanting them into
appropriate containers as per the design
specification of the Bar Side Service except
Tabasco, HP and Worcestershire sauce which are
to be served in branded bottles. Where the
condiments are served in branded bottles, the same
will be placed on the table after opening the cap.
However, the cap will be left on the bottle and not
removed completely.
e) In case the guest is engrossed in a conversation, the

snack will be placed without intruding the
conversation “Sir/ Madam, May I?”
f) In case an extremely soiled, crumpled napkin is

placed on the table, gently lift the napkin and
replace it with a fresh napkin after seeking
permission from the guest saying “Sir/ Madam,
would you like me to replace your napkin?”
g) In case any cutlery or napkin is found to be on the

floor, it will immediately be replaced for the guest.
h) The Restaurant manager will approach the table

and enquire about the guest experience by saying,
“(Guest name), I hope everything is up to your satisfaction.
Would you like me to get anything for you?” This should
be done within 15 minutes of the guest order
(beverage/ snack) being served.
7.8 Soft beverages a) Bottled aerated beverage will be pre-poured from

the dispense bar itself with lemon slice in it. The
lemon slice will be firm and seedless without
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blemishes.
b) For Palaces: In case of iced teas and lemonades,

flavored ice cubes will be used appropriate to the
drink.
i) In case of canned drinks, cans will be opened on

the salver at the table. The drink will be poured
from the can ensuring that the drink/ fizz do not
spill. A coaster will be placed next to the glass if
beverage is left in can and place can on coaster.
7.9 Liqueur a) If the guest wants to have the liqueur straight then
it will be served in a liqueur glass or if with ice then
in an old fashioned glass. The glass will be clean
and not chipped and free from any stains or finger
marks.
b) In case a guest orders a liqueur that can be served

with ice, the associate will ask the guest if they wish
to have it with ice/ crushed ice or straight “(Guest
name), would you like it with ice, crushed ice or straight?”,
if the guest has requested ice cubes or crushed ice,
fill about half the glass
c) The associate will place the glass, coaster, ice

bucket with ice or crushed ice and ice tongs or a
serving spoon on the salver and pour 30 ml of the
selected drink into the appropriate glass
d) The associate will approach the table from the right

hand side of the guest. Place the coaster on the
table in front of the guest and place the drink on
the coaster and enquire if the guest needs more ice
"Would you like some more ice in the drink?" If yes, lift
the ice cube or crushed ice with the help of ice
tongs or a serving spoon with the right hand and
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place it gently in the glass along the side.
e) When the glass is empty, approach the guest and

enquire for a refill saying “Sir/ Madam should you like
a repeat of your drink?” If the guest declines enquire if
the guest would like some other drink saying “Sir/
Madam, can I get something else for you?”
7.10 Complimentary a) Along with any drink orders complimentary snacks i) BLISS: Complimentary snacks
snacks will be offered. will be served together with
drink orders and will be served
b) Variety and unique bar snacks will be introduced. to all guests regardless of drink
type.
7.11 Bar standards a) All drinks will be served in a fresh glass; no glass i) BLISS: Regular guest must be
will be refilled except for beer and wine. greeted by name and guest
drink preference offered.
b) The bar will be clean and organized.
ii) BLISS: Bar/lounge server
c) The bar rail will not be sticky and messy. must have a comprehensive
knowledge of beverages and
d) All garnishes will be freshly cut and kept ready.
snacks, including cocktails on
e) The bar display will be dusted and wiped down offer.
regularly and arranged in an attractive manner.
f) The house pouring brands will be easily accessible

and neatly organized.
g) Lime juice and sugar syrup will be made everyday.

No cloudy or bitter product will be used.
h) During happy hours, the guests will be informed of

the same and will be given the appropriate discount
without the guest having to ask for it.
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FB - 08 : LOUNGE (TEA AND COFFEE)
POLICY: Lounge will be ideal location for business interactions and conversations.
8.1 Tea service a) On receiving the order from the guest, the server i) BLISS: Complimentary snacks
will prepare the setup for tea service. will be served together with
drink orders and will be served
b) The associate first places the petit four followed by to all guests regardless of drink
sugar bowl. type.
c) The associate then places the napkin, the petit four

fork and the tea cup and saucer in front of the
guest.
d) The associate will announce, “(Guest name), (Type of

tea) Tea for you”.
e) If tea is supposed to be served with milk, the

associate will place the creamer alongside the
teacup.
f) For loose tea leaves, the associate will introduce the

tea service to the guest “Allow me to start the brewing
of your tea”.
g) He/she then places the timer, “The timer is set at 3

min. and your tea will be ready after that. Would
you like me to return after that time to serve you
your tea?”
h) After 3 min. if the guest has not plunged his tea

himself, the server will go and ask, “(Guest name)
may I serve you the tea as it is ready or would you
like to have a stronger decoction”.
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i) For Herbal tea an orchid flower may be placed on

the tea saucer. Honey will be given on request.
j) For masala tea it will already be ready and offer to

pour into the cup for the guest.
8.2 Tea brewing a) While brewing tea, associates will always use fresh
tea – leaves or bags.
b) Generally, 1 teabag or 1 heaped teaspoon per

portion of tea is sufficient for preparing tea liquor
with good flavor and sufficient body.
c) Freshly boiled water will be used.
d) All equipment used will be kept clean and dry.
e) If serving Assam tea, the teabags will be kept inside

the pot or the carafe, as Assam tea is a rich bodied,
full flavored tea ideal for service at Breakfast.
f) In case of Darjeeling tea, serve the tea within 1.5

minutes of the brewing time, as it is a light bodied
and delicately flavored tea. After 1.5 minutes
Darjeeling tea starts turning bitter and loses its
flavor.
g) Every time the tea in the carafe finishes the server

will dispose off the teabags and brew fresh tea for
the next service
8.3 Coffee service a) The following coffee options will be available

· Regular Coffee
· Decaffeinated Coffee
· Regular Espresso
· Decaffeinated Espresso
· Regular Cappuccino
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· Decaffeinated Cappuccino
· Latte
· Café au lait
· Madras Coffee
b) On receiving the order from the guest, the

associate will prepare the setup for coffee service.
c) The associate first places the petit four followed by

sugar bowl.
d) The associate then places the napkin, the petit four

fork and the cup and saucer in front of the guest.
e) The associate will place the cup with coffee and

announce, “(Guest name), freshly brewed coffee /
cappuccino / espresso / Americano / for you”.
f) The associate will serve the milk as per guest

preference and keep the remaining milk on the
table.
g) Coffee will always be freshly brewed only and not

served if brewed for more than 30 minutes.
h) Espresso will be served in the demitasse cup and

saucer
i) For coffee which needs brewing such as single

origin coffees a French press will be provided along
with a timer.
j) The associate will place the timer, “The timer is set at

3 min. and your coffee will be ready after that. Would you
like me to return after that time to serve you your coffee?”
k) After 3 min. if the guest has not plunged his coffee

himself, the associate will check with the guest, “Sir
may I serve you the coffee as it is ready or you will like to
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have a stronger coffee.”
8.4 Iced drinks service a) The associate will place the napkin followed by
straw and parfait spoon along with a coaster.
b) The associate will place the drink and announce,

“(Guest name), (Drink name) for you”.
c) For iced teas, the server will place the sugar syrup
and the drink on the coaster.
8.5 Alcoholic drinks a) All alcoholic drinks will be served as the standard
mentioned in bar service FB – 07.
8.6 Snacks and food a) Standards would remain same as food service
standards. FB – 03.
8.7 Tea forte service a) While picking up the order the server will check the
(wherever applicable) following service accessories on the salver:-
· Clean salver mat.
· Appropriate sealed tea forte tea bag
· Ceramic tea tray as under liner of tea bag.
· Clean “Sontu” glass teapot.
· Hot water pot.
· Tea timer.
· Teacup, saucer and teaspoon.
· Other service accessories as cocktail napkin,
petit four, pastry fork, milk creamer / lemon /
honey / flower etc.
b) Associate will place everything on the table as per

their standard positions.
c) Associate will announce the name of all the variety

of petit four/cookies while placing it on the table
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“(Guest name) this is (name of petit four/cookies)”.
d) After placing everything on the table, associate will

seek permission from guest to comeback and brew
the tea, “Allow me to come back and brew your tea.”
e) Steps of tea forte service on the table:

· Picking up the tea bag from the tea tray.
· Unseal the tea bag wrapper.
· Hold the green tea leaf and pull the tea bag out
from the wrapper very neatly without touching
the tea bag at all.
· Place the tea pot lid on the tea tray
· Place tea bag in the empty Sontu teapot.
· Slowly and carefully, pour hot water in the
Sontu teapot from the hot water pot, which is
there on the table.
· After pouring hot water, put the lid back on
the Sontu teapot. Make sure leaf is passed
through the lid of the teapot.
· Start the tea timer by saying standard phrase,
“(Guest name) the tea timer is set for 3 min., after this
your tea would be brewed. However, if you wish to have
stronger tea, you can keep the tea bag in the pot for
some more time.” After the brewing, the associate
will take out the tea bag and place it on the tea
tray (show the tea tray to the guest).
FO - 09 : PRIVATE DINING
POLICY: Private dining experience will be equivalent or better than that of any specialty restaurant.
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9.1 Ménage a) All linen will be collected from the laundry. Table
cloths, napkins, waiters’ cloths, etc will be clean,
free of stains and odor, in good conditions (not
worn out or thread bare).
b) All glassware will be clean and free of fingerprints

and stains. No cracked or chipped glassware will be
used.
c) All cutlery will be polished and clean. No wear

must be seen in the cutlery. Timely EPNS polishing
will be done.
d) Crockery will be of good quality. It will be clean

and free of stains. No scratch marks will be evident
on the plate surface. The back and front of the
crockery pieces will not have any residual food or
detergent matter.
e) Central appointments will be neat and fresh in

appearance.
f) Cruets will be filled and free flowing.
g) Pepper mills will be clean and easy to operate. (not

stiff to use)
h) Condiment bottles like Tabasco, HP, LP,

Worcestershire, mustard will be at any time
completely full. (Not ¾ or ½ full). The bottles will
be topped up with another bottle so as to keep the
bottle full at all times.
i) Onion slices, green chilies and lime will be prepared

in platters for service with all Indian meals.
j) Cruet sets will be made for Chinese meals (soya,
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chili vinegar, chili sauce), Indian (onion, chili, lime

platter + green chutney, mango pickle, sweet
pickle), Italian (parmesan cheese shavings, oregano,
chili flakes)
k) Complimentary Jasmine tea will accompany all

Chinese meal orders.
l) Assorted papads will be offered with all Indian

meals.
m) Under – trolley food warmers will be fully charged

and regularly maintained.
n) Trolley wheels will be cleaned and oiled regularly to

ensure smooth functioning.
o) Trays will be clean and polished. No worn out

spots will be visible. Trays will be regularly painted
and varnished.
p) Chillers will be checked regularly for sufficient no.

of bottles of water and drinks which are frequently
ordered.
q) All sugar pots and condiment pots will be pre

arranged for ease of service during meal periods.
r) The entire area will reflect cleanliness and

orderliness to ensure efficiency.
9.2 Order taking a) All calls will be answered as, “Good (time of the day), i) BLISS: If guest is put on hold,
Private Dining. This is (Associate name), how may I assist guest is to be asked "May I
you Mr. / Ms. (Guest name)?” please place you on hold Sir /
Madam?'. Guest to be returned
b) The RSOT (Room Service Order Taker) will note call to within 15 seconds with
down guest name and room no. on OT (order standard phrases "Sorry to
taker) register while speaking to the guest. have kept you waiting (guest
P AGE 71 O F 1 3 1
c) She/he will listen attentively to the guest name).”

conversation and note all details down on the OT
register. ii) BLISS: The order taker will
ensure a complete meal by
d) Prior to offering suggestions (if requested) the ensuring relevant appetizer,
RSOT will enquire about guest likes and dislikes, beverage, main course and
preferences and then suggest appropriate dishes. dessert is offered and up sell
And if not available then offer to modify certain where possible.
dishes to the best of availability and kitchen
execution ability. iii) BLISS: The order taker will
take the order accurately,
e) The RSOT will offer suggestions to ensure the (special instructions noted) and
order is complete in all respects. The meats will not will enquire about preferred
be repeated, ensure the flavors and colors condiments, sauces etc.
suggested do not overlap.
iv) BLISS: An estimated delivery
f) RSOT will check for completion using phrase “Is time should be mentioned and
there anything else I can assist you with (Guest name)?” the order served 5 minutes
earlier.
g) RSOT will offer additional courses, beverages,
promotional items and try to up sell premium v) BLISS: Order Taker to repeat
items. order and confirm the number
of covers as well as time of
h) RSOT will ask for number of person using phrase delivery
“For how many persons would the service be, (Guest name)”
vi) BLISS: In the event the order
i) RSOT will repeat the order accurately as per the is late, guest must be informed.
guest instruction “May I repeat and confirm your order Staff will offer a
Mr. / Ms. (Guest name). You have ordered B/fast/
complimentary quick
lunch/ snacks/ dinner for 2 with a chicken salad….” appetizer/soup and will be
served prior to the actual food
j) RSOT will proactively offer an approximate time of
order.
delivery with 5 minutes extra using phrase “Please
allow us to serve your order in 30 minutes time”. Thus
meaning the order must reach the room by 25
minutes.
k) RSOT will also make sure that if the guest would

like the meal to be served course by course. Dessert
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separately so as to make sure the ice-cream does

not melt.
l) Farewell using phrase “Thank you for calling Private

Dining (Guest name) have a nice day/evening.”
m) Entire order will be written in the OT register to

ensure no detail is missed and only after call ends
will the order be punched into the POS.
n) All extra details and instructions will clearly be

given for each kitchen to view and execute.
o) In case of delay of order, the RSOT will call the

guest in the room and inform the guest about the
delay and apologize for the same.
p) Complimentary horsed oeuvre or dessert will go

with the meal along with apology note.
q) In case the RSOT is handling another call, she can

request the guest to hold the call or offer a call back
within the next 3 minutes. “(Guest name), I am
attending to another guest. May I call you back in 3 minutes
to take your order …? Just to confirm your room no. is
(room no.). Thank you for calling Private Dining”
r) On taking the outside call, when information in not

readily available “Thank you for waiting, (Guest Name),
I do not have the information readily available , may I please
call you back in 15 to 30 minutes time / “As soon as
possible”
s) The RSOT will take down the following

information from Guest / Caller name, Time &
date, Contact telephone/mobile.
9.3 Tray or trolley setup a) The associate will line up required no. of trays or i) BLISS: Flowers on tray to be
P AGE 73 O F 1 3 1
trolleys. fresh and un-obtrusive.
b) He will then lay tray mats or moultons on them

neatly without creases.
c) The associate will set the center section with all

table appointments – cruet, flower vase and other
required condiments as required pre-order.
d) Clearance instructions and toothpicks will be

provided with each setup.
e) The associate will add all chinaware, glassware and

flatware as required. Set empty glasses for juice and
cocktail stirrers with coverings when setting private
dining trolleys, set them together, i.e. all side plates
to be set on all trolleys that require them or all
chopsticks on all trays that require them. Set bread
baskets with under-liners and all physical set up as
required by the pre order. Insert Food warmers.
d) Each room service trolley will be checked

individually to ensure that the required equipment
is there prior to the service period.
e) All the equipment will be checked against the order

ticket for the no. of covers and keep corresponding
no. of cutlery and crockery sets.
f) The last things to be set on the trolley are the food

items to ensure they are delivered fresh with hot
items hot and cold items cold.
g) As per the no. of items ordered, equal no. of

service cutlery will be pre-placed to complete the
setup.
9.4 Order pickup a) Guest order will be entered in the POS as per guest
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specification and KOT (Kitchen Order Ticket) is

printed in the respective Kitchens, Bar & Private
Dining
b) KOT is taken by the Desk Associate and given to

the allocated service associate, service associate
reads and understands the KOT [order] reconfirms
at the respective kitchens before setting the
trolley/tray.
c) Service associate will start collecting the food from

the respective kitchen to the trolley / tray as per
standard - hot food in hot case and cold food on
the trolley/tray
d) The food will be collected by the allocated service

associate from the respective kitchens. Service
associate will check for completion of the order
and knows the item personally and trolley/tray will
be brought to the desk associate to collect the bill.
e) Desk associate will check the order against KOT,

Bill and Order. Then gives the bill to the service
associate and will make a note of the order details
f) Desk associate will register the following details

· Room number
· Name
· Order
· KOT timeout
· Service associate time out from Private Dining
to the room
· Service associate time coming back from the
room, guest clearance time
· Actual clearance time of the order
· Remarks columns
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9.5 Room entry and a) Prior to going to the room in the floor pantry, the i) BLISS: Breakfast can be
service associate will remove all plastic food covers and foil delivered within 20 minutes,
coverings. Only cloches, plastic stan caps and metal beverages within 15 minutes
food covers will be kept. and other meals within 30-40
minutes.
b) Service associate will know the guest name from
the department itself as the name features on the ii) BLISS: Guest room door is
POS system, and will use the guest name no more opened after ringing the door
than 3 times while in the room. bell 3 times with 7 seconds
interval with clear
c) Service associates will prepare himself by knowing announcements and greet
the guest name and knowing the items ordered
guest by name.
before ringing the doorbell.
iii) BLISS: Guest’s orders will be
d) Guest room door will be opened after ringing the served exactly as ordered with
door bell 3 times with 7 seconds interval with clear no confusion.
announcements and greet guest by name.
iv) BLISS: Food must be covered
e) Associates will stand in front of the door with the and served at the correct
guest order. When the guest opens the door he/she temperature
introduces with a smile, Establish eye contact, greet
“Good (time of the day) (Guest name) I am (associate’s v) BLISS: All hot food even if it
name) from Private Dining; I am here with your is for a single guest must be
Breakfast/Lunch/Snack/ Dinner order.” served from a trolley.
f) The associate will seek permission from the guest vi) BLISS: Beverages will be
before entering the guest room – “May I come in offered to be poured.
(Guest name)”
vii) BLISS: Further room / guest
g) The associate will ensure that the door is held by requirement must be assessed
placing one palm on the door firm and slowly with standard offer of
pulling the trolley inside the room. The door will assistance prior to clearing tray
not be allowed to slam while entering the room. from room
h) The he/she will ask the guest as to where the viii) BLISS: Guest is wished “Bon
tray/trolley is to be placed. Appétit. Do enjoy your meal
(guest name)”. Time of tray
i) The trolley/tray will be arranged in such a manner
retrieval to be confirmed by
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so that it will be convenient to the guest. asking “When would you like
me to clear the tray/trolley”
j) If it’s a trolley order, the associate will open the
flaps of the trolley, set up the table, remove food ix) BLISS: In a suite that has a
covers, arrange plates and glasses pull chair to table, dining table; staff should offer
seat guest and unfold the napkin. to set it.
k) The associate will setup the cover for the guest and
remove the food from the food warmer and place it
on the table. Open the food covers and introduce
all the dishes to the guest.
l) The associate will offer to pour the guest’s

beverage and serve the food.
m) Guests’ satisfaction with the food trolley setup will

be ascertained, and then the check will be presented
to the guest for his signature offering a hotel pen
n) Prior to leaving the room, he/she will enquire if the

guest requires any other services, and also inform
the guest about the tray / trolley clearance
procedure.
o) The associate will bid farewell and thank the guest

using the guest name: “Thank you (Guest name). Enjoy
your meal”
p) Exit the room, closing the door softly ensuring it

clicks shut
q) On returning to the Private Dining area, the

associate will mark the “delivery completed” in the
log book, and give the signed check to the order
taker.
r) For orders with only soft / alcoholic beverages,

complimentary bar snacks are served.
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9.6 Tray or trolley a) The RSOT will issue the clearance docket after i) BLISS: Tables or trays will be
clearance checking the clearance time with the guest. cleared within 10 minutes of
receiving guest call.
b) The desk associate will register the clearance time
in the service register.
c) Desk associate will ensure that all service associates

follow up on the clearance as per the guest
instruction.
d) Service associate will ensure the clearance of the

order served. If he/she is busy with another Order
/ Room guest, he will inform the Desk Associate
to take help of another service associate to ensure
that the clearance is done within 10 minutes of
guest call.
e) Service associates will check for guest satisfaction

“Hope you enjoyed the Break fast / Lunch /Snack/
Dinner” or If any thing else that the guest requires
by asking “Is their anything else that you require (Guest
name)”, “It was a pleasure serving you”.
f) Service associate will clear the

trolley / tray from the guest room with in 10
minutes from the guest call.
g) On return to the service area the desk associate will

mark the clearance in the Service Register as
“Cleared”
h) The associate will remove all items from the trolley

–send all used items to the dish washing area –wipe
and clean –sugar pots, flower vase –put back all
unused and unopened proprietary sealed packets.
i) The associate will reset the trolley.
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FB - 10 : TAKEAWAY AND PARCEL
POLICY: Private dining will take orders for takeaway and parcels.

10.1 Orders a) Food orders are taken as above [FB – 09]
b) Guests will be informed that the delivery will be

done within the hotel only and the guest will have
to come themselves to pick up the parcel.
10.2 Packing a) The food will be professionally packed in

appropriate sized containers and boxes.
b) Each box or container will be tagged with printed

labels.
c) Information about the safe consumption time limit

and veg./non.veg markers will be included as labels
on all food delivered as takeaways or parcels.
10.3 Delivery a) The guest will be requested to come to the bell

desk.
b) The guest will be presented the check for the food

parcel.
c) Payment can be by cash or credit card.
d) Settlement will be done at the FO cashier or in the

department itself.
FB - 11 : IN-ROOM PRIVATE BAR
POLICY: The in-room private bar will be fully stocked with fresh and appealing items.
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11.1 Setup a) The in room private bar replenishment trolley will

be completely setup with all the items which are
stocked in the room in-room private bar.
b) All items will be neatly organized for ease of access.
c) The trolley will be clean; both interior as well as

exterior.
d) The wheels will function smoothly without

squeaking. Well greased and clean of dirt.
11.2 Room checks a) Every morning at 0900 hrs the designated in-room i) BLISS: In the event of DND,
private bar attendants start the room checks for in- minibar will be checked in
room private bar consumption. accordance with DND
procedures and a slip will be put
b) The associate will begin with all vacant arrival under the door indicating that
rooms and VIP arrival rooms, and then all mini bar is to be checked.
occupied rooms will be checked.
c) For all DND rooms a card will be slipped under

the door with a request to contact the in-room
private bar extension for the consumption check.
d) Notification of the no. of items less will be noted in

the consumption sheet.
e) Also, the consumption details will be dialed into

the phone for posting it to the guest folio.
f) All items short will be replaced and replenished.
g) The in-room private bar cooling will be checked.
h) All glassware placed will be clean and not cracked.
i) Sufficient no. of glassware, swizzle sticks, bottle
P AGE 80 O F 1 3 1
openers, as per standard will be placed.
j) In-room private bar refrigerator and cupboard will

be dusted and cleaned on a regular basis.
k) Menu folder and menu inlays will be neat and crisp

in appearance
11.3 Expiry date check a) In-room private bar item expiry will be checked on i) BLISS: All minibar items will
4th week of every month as per the Scheduled have expiry dates, are valid and
Check list and new stock will be placed by the end neatly arranged in an inviting
of the month presentation
b) All, soon to expire items will be sent to the outlets

for quick turnover and usage.
c) Pending expired items will be handed over to F&B

control office.
11.4 Day end a) At the end of the room check the total no. of
consumption consumption will be tallied with the no. of items
less on the trolley and no. of postings done using
the guest phone on charge posting interface.
11.5 Guest departure a) During guest departure, the guest will politely be
asked about the minibar consumption.
b) Simultaneously the cashier will prompt the minibar

attendants to check the room for any recent
consumption using Triton.
c) If any then the associate will post the same to the

guest folio.
d) If the guest disputes the charges, the cashier will

waive off the minibar charges with DM approval.
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FB - 12 : DAILY AMENITY PLACEMENT
POLICY: All amenities will be replenished on a daily basis.
12.1 Cookies pickup a) The RSOT will punch in a KOT for the cookies to
be picked up from the bakery.
b) Depending upon the no. of rooms in the hotel, a

fixed no. of cookies will be ordered for.
12.2 Daily room amenities a) Amenities like fruits and cookies will be placed in
the room on the complimentary basis - and will be
replenished daily.
b) An allocated associate will go with a trolley with

sufficient no. of cookies and fruits.
c) All vacant and arrival expected rooms will be

covered initially.
d) Then the occupied rooms will be checked. DND

rooms will be noted down and handover will be
given to the next shift for replenishment.
12.3 VIP amenities a) Guest relations will send an amenity request to the
private dining for amenity placement for the next
day along with the pre-allocated room nos.
b) Accordingly KOT will be fired to the bakery on the

day of placement.
c) Depending on the kind of amenities to be placed
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(wine, bouquet, cake etc.) the corresponding setup

is pre-placed in the room.
d) Prior to guest arrival, the guest relations will once

again check the room for amenities and the
bouquet.
FB - 13 : BREAKFAST DOORKNOB MENUS
POLICY: Doorknob menus will be collected twice daily for taking breakfast standing orders.
13.1 Collection a) Once during the night shift (at 0400 hrs), one
associate will go to collect all the doorknob menus
from the rooms.
b) This will be done along with the corridor and

pantry clearance.
13.2 Records a) All doorknob menus collected will be noted down

with the room no. and time of collection.
b) The RSOT will also make a note of the same.
13.3 Standing order a) The RSOT will make a note of the breakfast orders
from the doorknob menus received in the
“Standing Order” register.
b) At the time of receiving the orders, the POS is

usually offline due to day closing and date roll.
Hence a manual entry would be made.
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c) After the POS is back online once the date roll is

over, the checks are printed out for these standing
orders.
d) KOTs will be punched out in the respective

kitchens.
e) Sequence of service from FB – 11.
FB - 14 : CAKE ORDERS
POLICY: All cake orders for internal and external guests will be routed through the private dining.
14.1 Cake orders a) All sales and restaurant orders for cakes will be
placed with In Room Dining.
b) Orders will be taken in the Cake Order Form ,

wherein the following details will be duly noted:
· Date and Time of booking;
· Date and Time of delivery;
· Type of cake;
· Weight of cake;
· Special instructions and requests;
· Name and Identification number of the staff;
· Signature of the person taking the order
Note: All orders must be placed at least 6 hours

prior to the actual time of delivery. Any exigencies
will be referred to the Bakery and the individual will
be directed to request for early or late delivery prior
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to or post the mentioned delivery timings.
14.2 Kitchen order a) The bakery will take the original KOT and the
placement receiving chef will countersign the duplicate copy in
realization of receipt of the order.
14.3 Delivery a) The cake will be picked up from the bakery on the
day of delivery and kept ready in the room service
refrigerator.
b) Upon delivery the check for the cake will be made

with appropriate discounts.
14.4 Settling the bill a) If for staff, the bill will be settled against employee
id. with staff discount.
b) If for external guest, the guest will be charged fully.
c) If the cake is redeemed against a voucher, then the

supporting voucher will be attached to the check.
d) If the cake is for sales team to give a client,

approval form will be attached to the check.
FB - 15 : POOLSIDE SERVICE
POLICY : Service at the poolside will be quick and efficient.
15.1 Presenting of cold a) The associate will select an appropriate square 12

inches face towel of standard quality and
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towels cleanliness
b) He/she will then prepare a water bath by collecting

the cold water in a deep container and add 20 ml of
eau de cologne per 2 litres of water.
c) The towel will be soaked by immersing the towel in

the fragrant water bath.
d) The associate will squeeze the towel dry by

wringing towel till 90% dry.
e) He/she will roll the towel by laying it flat wrong

side up. The parallel sides of the towel will be
folded towards the centre and the folded towel will
be rolled breath wise tightly away.
f) He/she will stack the towels by placing folded

towels neatly on the salver, and refrigerate.
g) Cold towels will be offered to all guests who come

to the poolside.
h) Cold towel will be presented to the guest at

periodic intervals and be brought on a salver or on
a platter as per the approved design specification,
along with tongs to present and clear the used
towel.
15.2 Greeting and seating a) As a guest walks in the pool side area, the attendant i)
will greet the guest with folded hands “Good (Time of
the day) , Sir/ Madam”
b) The pool attendant will ask the guest his/ her room
number saying “Sir/ Madam, may I please have your
room number?” The same will be done in a very
discreet manner.
c) The associate will offer the guest a towel and a
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locker key “(Guest name) would you like a towel and a

locker facility?” In case the guest answers in an
affirmative, he will pick the rolled/ folded towel
from the towel basket and a locker key and present
it to the guest on a salver ensuring that the salver is
lined with a clean under liner. The towel will be
free of any stains or damage
d) If the guest needs to use the changing room, the

attendant will either direct or escort the guest to the
changing rooms “(Guest name) the changing room is
(giving directions), allow me to escort you?”
e) As the guest proceeds towards the pool either after

using the changing room or right after entering the
pool side area, the attendant will enquire about the
seating preference of the guest “(Guest name), would
you like to be seated under the sun or in the shade?”
f) The associate will escort the guest to the best seat

available as per the seating preference of the guest
“(Guest name), allow me to escort you.”
g) While escorting the guest to the preferred deck

chair/ pool side table, the associate will walk along
sides the guest not more than 3 paces ahead of the
guest. The guest will never be left behind. The
attendant will turn and acknowledge the guest at
least once while being escorted. The guest will be
taken to the chair by the shortest route ensuring
that other guests are not inconvenienced at any
time
h) On reaching the deck chair/ pool side table, the

associate will ask the guest whether the chair suits
his preference “(Guest name) would you like to be seated
here?” or if the guest gives a negative answer, then
locate another place for the guest according to his
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preference “(Guest name) would this be fine”
15.3 Offer complimentary a) Complimentary items will be served within 2 i)

items minutes of guest being seated
b) The associate will present guests with a chilled

towel, sun block, bottled mineral water and a
chilled water spray when they arrive.
c) He/she will periodically offer guests chilled towels

and chilled fruit.
d) In case the guest is observed reading a book or

magazine, attendant will offer a pre approved book
marker.
e) Hotel tissue box will be available in the pool side

area on request.
f) Hotel note pad and pen will be available at the pool

side area on request.
15.4 Taking the order a) The associate will take the order within 5 minutes
of the guest being seated.
b) Person taking the order will exhibit a good

working knowledge of the menu items and its
ingredients.
c) Reading glasses with -2 to +2 power will be

available at the pool side area for guest facing
difficulty in reading the menu.
d) All orders will be repeated to the guest for

confirmation.
e) The associate will accommodate any feasible off

menu requests.
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f) Guest will be thanked after taking the order.
15.5 Service a) For service sequence refer to FB - 11. i)
b) All drinks will be served in polycarbonate glasses

only. No glassware will be used by the poolside.
c) Where the guest has got into the pool, while there
is some beverage left in his glass, the associate will
cover the glass with a Stan cap.
15.6 Cigarette service a) The associate will pick the cigarettes from the i)
(Only poolside) parent outlet/ bar servicing pool side area by
checking the label, packing and expiry date. The
Pool Attendant should have knowledge of brands
of cigarettes available.
b) He/she will place the pack on a B&B plate with a

box of hotel matchbox. Cigarettes will be presented
in a sealed pack to the guest. The B&B plate will be
covered by a tea napkin before placing cigarette
pack and matchbox over it, ensuring that the
napkin does not have stains or loose threads.
c) It will be presented to the guest from the right in a

way such that it does not inconvenience the guest.
d) If the associate notices a guest picks up a cigarette,

he or she will proactively offer to light the cigarette
(preferably from the right ensuring the guest is not
inconvenienced).
e) Associates will avoid getting too close to the guest’s

face and be careful with bearded guests.
f) Ashtrays will be capped after one cigarette butt, or

if it contains any debris. Capping an ashtray will be
done by placing a clean ashtray over the soiled one
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to remove it and place clean one on the table
· On a salver carry a fresh ashtray and approach

the table
· Placing the fresh ashtray over the used one,

pick both of them together to avoid any debris
from flying around
· Placing the used ashtray on the salver, place

the fresh one on the guest table
g) Before the food is served on the table, the ashtray

will be changed if dirty to prevent the ash from
flying into the food. This also prevents stale
tobacco flavor to hang in the air and impair the
aroma and flavor of the food.
15.7 General standards a) The pool deck will be spotlessly clean with no
accumulation of water at any particular place.
b) Colleagues will respect the privacy of the guest and

professional behavior is expected.
c) Food stuff will be covered to prevent birds and

insects being attracted to it.
d) Associate will enquire if the guest would like to use

any of the spa/ health club facilities by saying
“(Guest name), would you like to experience any of our spa
facilities?” This will be done only if the time is
appropriate and masseurs are not already booked.
Associate will up sell the spa experiences offered
and its special treatments. In case the guest agrees,
the he/she will offer to make an appointment
“Very well (Guest name), for what time would you like me
to make an appointment for you?”
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e) All cigarette butts will be cleared within one

cigarette butt. (Features only in Poolside as
smoking is not permitted inside an enclosed public
area)
FB - 16 : BANQUETS
POLICY : Banquet operations will provide a luxurious and hospitable experience to all guests.
16.1 Banquets venue a) All the details from the BEO (Banquet Event i) BLISS: All venues will be fully
Order) will be followed. The venue or banquet hall set, including lighting, music,
will be set exactly as per the requirements of the decoration 30 minutes prior to
guest. the events scheduled. The air-
conditioning will be switched
on 1 hour prior to the
function.
b) Appropriate tables & clean, ironed linen will be

used for setups.
c) All the chairs will be checked for wobbling &

covered with a neatly ironed chair cover.
d) The lighting will be set for bright setting during the

conference & dim during the evening cocktail
dinners.
e) No music will be played for the conference. Music

players will be installed for all the cocktail dinners
unless the audio visual equipment is installed by the
guest’s own vendor
f) Flowers will be delivered to the hall by the flower
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room executives & the same will be set; in

accordance with the BEO.
g) The air conditioning will be checked in the hall &

the Engineering Controls will be informed 1 hour
prior.
16.2 AV Equipment a) Audio visual requirement for the event will be i) BLISS: All audio-visual
ordered from the vendor as required. equipments will be pre-checked
by either the Banquet Manager
b) The supervisor will check all the AV equipment for or Food and Beverage
the smooth functioning. Manager. The audio-visual
attendant will be appropriately
c) All the wires will be covered by a carpet strip &
attired, and will always be
masked using a masking tape to avoid accidents.
present
d) When the Conference starts the supervisor will
make sure that an AV Technician is available in the
hall throughout the event.
16.3 Signage a) The sign boards will be typed with correctly spelt i) BLISS: Signboards with
text as specified by the guest & the text size will be correctly spelt text displays
legible and adjusted to fit in all the signages for the specified by the guest should
Events for the Day be placed outside the function
room 1 hour prior to the
b) The Electronic signage placed in the Lobby, the function.
ballroom entrance, meeting rooms (if applicable)
will feature the events of the day.
c) In the absence of electronic signage, events will be

printed on an A4 “Galgo Sheet” & placed in their
respective display boards provided in the Lobby,
the ballroom entrance, meeting rooms
d) The same text will be printed in landscape mode &

placed for individual halls, in the display frames.
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16.4 Setup a) For conferences, seminars and meetings the i) BLISS: The hotel will have
following items will be setup. defined standards for different
· For meeting rooms (blotters, notepads, seating arrangements, layouts
sharpened pencils, glass, bottle of water, bowl and functions which will
of mints, small flower arrangement) always be observed.
· For larger no. of guests (notepads, sharpened
pencils, glass, bottle of water, bowl of mints,
small flower arrangement)
b) For parties and events

· Round table arrangement (minimum central
flower arrangement, (for evening event)
candle)
16.5 Supervisor / a) Prior to beginning of the event, the Banquet i) BLISS: Banquet or Catering
Manager Manager or the banquet supervisor in charge will Supervisors for meeting less
meet the host and introduce himself/herself and than 7 people to be available at
present them with his/her visiting card. the beginning of each function
and readily located; for
b) All event details will be run through with the host function above 50 the Manager
to ensure satisfaction with the arrangements. should be available
c) Any extra requests will be accommodated as far as

possible.
d) Banquet /Catering Supervisor will be on standby

within the function and to follow the sequence of
the function.
e) The guest will be encouraged to call if he requires

anything during the event.
16.6 Arrival a) The event for small nos. (50 or lesser) will be i) BLISS: Hot or cold towel
offered cold or hot towel service depending on service offered for meeting less
weather. than 50 people.
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b) (Cold or Hot) Towels will be arranged in a martini

tray and will be offered with the help of a pair of
tongs.
c) A cane basket will be carried along with a tong to

collect the used towels
16.7 During the event a) All the associates will be equally distributed across i) BLISS: For functions having
the event hall. Guests will be able to easily spot and more than 1 break and lasting
gain staff attention. 2 days, themed coffee breaks
should be encouraged.
b) During the buffet service, the F&B control
executive will keep track of the plate count and this
final plate count will be noted for the billing.
c) Food buffet would be opened as per the host’s

instructions.
d) Food replenishment will be efficient and quick. No

spillage or dropping of food.
e) Chaffing dishes will be clean with no food residue.
f) Name tags will be clear with clear indication of

vegetarian and non-vegetarian food options.
g) The buffet counter will be kept clean and clear of

any spillage.
h) Fuel pots will be changed periodically.
i) For full day events with multiple tea breaks, themed

tea breaks will be encouraged.
16.8 Food and a) All food will be at par with restaurant standards.
presentation
b) Presentation and garnishes will be attractive and
appealing.
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c) Garnishes will be edible.
d) Sufficient amount of food will be made as per the

event.
e) Turnover of food for the buffet will be done

periodically.
f) Buffet display will be visually appealing yet

functional and organized.
16.9 Closing of event a) Towards the end of the event, the host will be
presented the check.
b) Payment will be received and the guest signature is

taken.
c) For any payments more than INR 25000 (cash)

pan-card details will be taken.
d) A feedback form will be offered to the guest for

suggestions for improvement and complaints.
e) The entire event space must be cleared and emptied

within 2 hrs of event finishing.
f) All cutlery and crockery will be washed, wiped, and

placed back systematically.
FB - 17 : F&B LINEN
POLICY: Dirty and used linen will be exchanged for clean, freshly laundered linen.
P AGE 95 O F 1 3 1
17.1 Linen exchange a) All the dirty linen will be collected and sorted as
per type and then counted out in sets.
b) Every day end all the dirty linen will be collected

and returned to the laundry for washing.
c) In exchange same no. of fresh linen will be issued

to the outlet.
d) In the linen exchange book, entry will be made of

the no. of linen returned and no. of linen units
issued by the department.
FB - 18 : INVENTORY
POLICY: Restaurant equipment and linen will always be kept at the optimum level by minimizing pilferage and
misuse.
18.1 Monthly linen a) Every month on a pre-decided date the F&B linen
inventory inventory will be taken.
b) The outlet in charge will keep a count of all the

linen in the outlet ready.
c) The linen room in charge will check the count and

conducts random audits.
d) All stations will be stacked with a pre-decided no.

of linen sets. The linen room in-charge will check
any one station in each outlet for accuracy in count.
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e) A count of all the linen in the linen room will be

done.
f) All linen discarded and all new stock of linen

introduced will be calculated.
g) This gives the total physical count which is then

tallied with the on books count.
h) All missing linen units will be noted and compiled

on a monthly basis.
i) If a discrepancy exists, it will be brought to the

notice of the Financial Controller for future
investigations if required.
18.2 F&B equipment a) Every month on a pre-decided date the F&B

inventory (CGS) equipment inventory is taken.
b) At the end of the day, all the CGS (Cutlery,

Glassware, Silverware) used in an outlet will be
washed and wiped and kept separately as per type.
c) All the equipment that belongs to an outlet will be

collected and kept together.
d) A count will be taken of all types of cutlery,

crockery and glassware.
e) These numbers will be given to the Kitchen

Stewarding manager.
f) The manager will verify the physical count figures

along with the daily breakage details v/s the on
books count.
g) If a discrepancy exists, it will be brought to the

notice of the Financial Controller for future
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investigations if required.
FB - 19 : SPECIAL SCENARIOS
POLICY : Associates will adhere to the Group policies and procedures while handling different scenarios.
19.1 Assisting differently- a) Associates will be sensitive to the guests’ limitations i)

abled guests. while interacting with and offering assistance
without being condescending (e.g. One should not
offer reading material to a visually impaired guest)
b) Wheelchair Confined.
· Ascertain table preferences smoking/non-
smoking section
· Offer wheel chair assistance, and confirm how
he/she wishes to proceed
· Wheel the guest to the table and confirm
seating preference (wheel chair or restaurant
chair) - "Would you prefer to sit on the
restaurant chair?"
o If yes ask, "How can I best assist you?”
o If no, the wheelchair is put against the

table in place of the regular chair
· The server will offer assistance which may

involve - cutting food; stirring cream and/or
sugar into the coffee/tea or providing flex
straws for drinks
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· If the guest needs to visit the washroom or any

place else, assistance will be offered.
c) Visually impaired
· Offer appropriate amenities (i.e. if the guest is
obviously blind, then one would not offer a
newspaper)
· Offer guidance by standing beside the guest
"Would you like to take my arm?" Slightly raise
your elbow as you would to interlock arms and
allow them to take hold of you. In most cases,
they will hold at the elbow as it provides the
most stability
· Indicate obstacles such as steps, including the
number and direction, i.e. "We are coming to three
steps directly ahead"
· Once at the table, quietly mention the location
of the chair, " Your chair is just to the right"
· When greeting, be sure to identify yourself
· Direct questions to the guest as they will listen
for the direction the voice is coming from, and
mis-directed voice can get lost in the
background noise
· Ask "How can I assist you?" This may include
quietly informing the guest as to the location
of drinks; salt and pepper, cream and sugar,
food items on plates, i.e. " Your drink is to your
upper right" or "Your steak is at the front of the
plate; the baked potato to the upper right and your
snow peas to the upper left"
· Do not hesitate to ask the person if you can
help in any way
· If a guide dog is used, there must be sufficient
room under the table and should not be given
undue attention
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d) Hearing Impaired
· As this disability is not as obvious, all greetings
to be accompanied with warm, inviting
gestures
· In case the guests indicates that they are
hearing impaired; the host may inquire if they
can lip read by maintaining eye contact, clearly
forming the words with their mouth and
accompanying this with pointing at their
mouths, then holding their hands in the shape
of an open book
v If the guest indicates yes, then be very
conscious of forming the words with your
mouth and using appropriate gestures.
(Note : Beards and moustaches may
interfere)
v If the guest indicates "No" then use
gesture to indicate smoking or
nonsmoking, or point to a sign indicating
the choice
· Offer a pen and paper with the menu
· After the host has indicated the guest's special

requirements, the server will either form their
words carefully using appropriate and
commonly accepted gestures or will take the
guest's written order
· Modifiers such as how the meat is to be

cooked or what type of potato is preferred
may need to be written down or pointed out if
on the menu
· Speak clearly and slowly, but don't exaggerate
or shout. (Sometimes it may be necessary to
communicate in writing)
· Stand in front of the light source in order to
P AGE 10 0 O F 1 31
provide a clear view of your face. (Never speak

directly into the person's ear)
· Look directly at the person and speak
expressively, remembering body movements
help in understanding.
· Address the person with the disability and not
someone who may be serving as an interpreter
for that person.
19.2 Child handling a) Children till the age of 2 years will be provided high
chair or on guest request.
b) Every restaurant will have a minimum of two high

chairs.
c) All high chairs will be equipped with safety belt and

removable flap.
d) Every restaurant will have a par stock of two

booster cushions for the high chairs.
e) While taking table reservations, requirement of high

chair will be confirmed for children accompanying
the guests.
f) Tables will be set with the high chair if requested

by the guest prior to their arrival
g) Option for a children’s menu will be available in all

outlets. There should be a provision made for baby
food (children below 2 years). The restaurant staff
should inform the guest of this option when guests
are dining with children.
h) Special melamine children’s crockery will be used

for children till the age of 3 years.
i) Children’s crockery will include the following:
P AGE 10 1 O F 1 31
· Round plate
· Cereal bowl
· Soup bowl and soup spoon
· Water tumbler
j) Every restaurant will have a minimum of three

Bib’s which will be offered to children till the age
of 3 years
19.3 Maids and domestic a) Maids/ domestic help accompanying the guests
help should be with the guest at all times and not be on
their own.
b) The guest should be informed of the above policy

at the time of taking reservation.
19.4 Entertainers & Live a) All entertainers will follow staff rules and
performers regulations.
b) Exceptions to regulation may only be approved by

the GM or EAM in which case written notice will
be circulated.
c) Entertainers will only sit/ eat/ drink in designated

areas.
d) Entertainers will abide by the hotel’s smoking

policy
e) Entertainers may "break" in an area designated by

the hotel management.
f) Any breach of the above procedures should be

reported
19.5 Alcohol awareness a) Non Managerial staff will not deal with an i)
intoxicated guest
P AGE 10 2 O F 1 31
b) When a guest is seen to be intoxicated, the Manager

will be informed immediately
c) If the guest requests a further alcoholic drink, the

Manager will approach the guest and handle the
guest tactfully by being firm
d) Any kind of confrontation/ arguments with the

guest will be avoided
e) Should the guest become upset or angry and the

situation gets out of control, one of the associates
will contact the Asst. F&B Manager /F&B
Manager
f) On the arrival of the Asst. F&B Manager /F&B

Manager, the associate move to the side and explain
the situation to him/her.
g) Security will not be called unless the guest becomes

violent.
19.6 Incident report a) For all major incidents whether it’s a guest or staff
an incident report will be completed to ensure the
correct follow up
b) An incident report will be written out in the

following situations (Guidelines only)
· Major guest complaint relating to Food/
Beverage/ Service
· Foreign object found in guest food
· Major delays with service/food
· Accident at a guest table
· Theft of a hotel or guest item
· Other major incidents
· Major breakage of equipment
c) Incident reports will be brief and to the point
P AGE 10 3 O F 1 31
containing facts only.
d) The incident report will be written by the people

involved and forwarded to the Restaurant Manager.
e) The Outlet Manager will copy all incident reports

to the F&B Manager
f) The Kitchen will be involved in writing the report

if the incident in question involves it in any way.
g) F&B Manager will follow up all major incidents

within 4 hours.
h) Major incidents involving guests and staff will be

brought to the General Manager’s attention
immediately.
19.7 Staff missed meals a) Food orders of reasonable value will be ordered
incase staff miss their meal (No expensive or
limited availability items will be ordered).
b) Food orders of reasonable value will be ordered

incase staff miss their meals. (No expensive or
limited availability item will be ordered.)
c) One non vegetarian, vegetable, dal and bread/ rice

dish may be ordered for the duty meal (irrespective
of vegetarian day in the cafeteria)
d) The A&G (FT) check will be signed by the

department Executive on duty.
e) All Room service equipment will be returned to

Room Service by the concerned department after
they have consumed their meal
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FB - 20 : DISSATISFIED GUEST COMPLAINT
POLICY: All guest complaints will be handled promptly, professionally and courteously.

20.1 Food complaints i) BLISS: If guests experience
a) Any guest complaints on food, beverages or service
food quality issues, the dish
at any of the outlets must be immediately brought
will be cleared; apology
to the notice of Restaurant Manager.
extended and offered a new or
b) All associates must be ensured by the F&B alternative dish.
Department that items served which are not to the
guest’s liking should be ‘voided’ instantaneously
and not transferred to other complimentary bills.
c) Outlet Service manager and Chef In-charge will

jointly make all efforts of service recovery.
d) As a process the ‘Void KOT’ will get generated in

the kitchen which will be required to be signed off
by the counter chef as an acknowledgement of
intimation of guest’s complaint.
e) This acknowledged KOT should be preserved and

passed on to the F&B Controls Department on a
daily basis.
f) In case an alternative dish or a dessert is offered as

a service recovery, a Non Chargeable KOT
(NCKOT) should be raised for the same and while
complimenting the bill for this items, appropriate
reason for e.g. ‘cost of poor service - COPQ’ must
be selected in the system.
g) While each void KOT should be signed off by the

counter chef, a report on all void KOTs of the day
P AGE 10 5 O F 1 31
must be reviewed and signed off by the Executive

Chef on a daily basis.
h) Executive Chef or F&B Manager must mention

reasons for voiding the check against each entry in
Void Check Report.
i) No separate credit has to be given to Food /

Beverage Cost for void check (or any void item).
j) The Night/ Income Auditor or F&B Controller

shall carry out a check on a daily basis to ensure
that this SOP is strictly adhered to. Any deviation/
exceptions must be reported to the Financial
Controller and the General Manager on a daily
basis.
20.2 Service complaints a) Guest complaint will patiently be heard and

understood.
b) If the organization is at fault, then guest is assured

that the associate will be reprimanded and
explained his/her mistake.
c) Guest will be calmed and pacified.
d) Incident report will be made for the same.
e) Associates will be explained the mistake and repeat

of the same will be reprimanded
20.3 Noise complaints a) If guest complaints of noise from neighboring

tables then the associate will offer options to the
guest.
b) The other table will politely be approached to

request them to lower their voices since other
guests are complaining.
c) The associate may also offer to move the guest to

another table which is further away and quieter.
P AGE 10 6 O F 1 31
FB - 21 : FOOD & BEVERAGE ENTERTAINMENT
POLICY : Guests of the hotel may be entertained on a complimentary basis up to the defined limits only for bona-
fide business reasons.
PROCEDURE STEPS STANDARDS

SL
21.1 Authority matrix a) Following is the authority for entertaining the

guests ( in house / regular guests, travel agents,
bookers, potential guests, key vendors,
representatives of government agencies etc) for
bona-fide business reasons
Entertaining Authority Limit Approving Authority

Unit HODs Upto Rs. 5000 at Selling Price General Manager
EAM F&B/ EAM Rooms
/ FC Upto Rs. 7500 at Selling Price General Manager
Director of Catering Sales Upto Rs. 7500 at Selling Price GM/ DOS
General Managers Upto Rs. 10000 at Selling Price Self
Vice Presidents; Senior VP Upto Rs. 10000 at Selling Price Self
President; CFO Upto Rs. 20000 at Selling Price Self
DMD; JMD; VCMD More than Rs. 20,000 at Selling Price Self
b) It must be ensured that the complementary

extended does not exceed the authority limits. In
case of exceptions, each bill must be escalated to
the authorized official for ratification by the next
working day
c) All entertainments, except for service of tea/

coffee/ soft beverages for a gathering of not more
than 4 covers must be planned in advance,
approved by relevant authority (as per the format
P AGE 10 7 O F 1 31
of Entertainment Request Slip) and intimated to

the restaurant
d) Entertainment Request Slip (ERS) mentioning

following must be authorized according to
authority matrix and handed over to the Restaurant
Manager before the entertainment:
· Date
· Name and Designation of the person
entertaining
· Name and Designation of people entertained
· Number of Covers
· Purpose
· Venue
· Approximate billing
· Actual Bill
e) However, in case of exceptions due to exigency of

the matter, if prior approval was not taken, the
person entertaining should ensure to get the ERS
approved according to the authority matrix, before
the close of next business day.
f) The executive entertaining must ensure that he/

she signs off on the F&B check before leaving the
table.
g) In case the executive entertaining wishes for the bill

not be presented at the table, the same should be
sent to him for ratification, before the close of next
business day.
h) In case the executive entertaining wishes for the bill

not be presented at the table, the same should be
sent to him for ratification, before the close of next
business day.
i) Any check which remains unauthorized beyond
P AGE 10 8 O F 1 31
period specified above, should be tagged to the

employee number of the executive entertaining.
j) During the daily operations meeting, the Director

of Sales and Marketing must inform the General
Manager of the entertainment details for the day.
When possible, the GM should make an attempt to
meet the guests.
k) Each restaurant must forward all the entertainment

slips and corresponding checks to the F&B
Controller on a daily basis
FB - 22 : MAINTENANCE OF EQUIPMENT
POLICY: All equipment in the department will be kept in perfect working condition at all points in time.
22.1 Tables a) The table tops will be kept clean and free of stains
or spills.
b) The tables will regularly be given for polishing, not

after they have been damaged.
c) Acidic stains will be cleaned immediately to prevent

corrosion of marble tops.
d) To prevent scorch marks and polish corrosion, hot

food items will never be placed directly on the table
top.
e) While moving the tables, they will be lifted and not

dragged across the floor to prevent scuff marks.
P AGE 10 9 O F 1 31
22.2 Chairs, couches and a) The chair shoes will be checked regularly for wear
banquettes and will be replaced if necessary.
b) The chairs will be stacked properly to prevent

scuffs and damage.
c) All stains will be treated as soon as possible to

prevent permanency.
d) Upholstery will be vacuumed and spotted regularly

to maintain cleanliness.
e) Leather upholstery will be wiped with a damp cloth

only and polished with a neutral wax regularly.
f) All spills will be cleared and wiped as soon as

possible.
g) All upholstery will be changed regularly depending

upon the wear and tear, usage pattern and type of
fabric.
22.3 Flooring (wooden) a) The flooring will be polished on a regular basis.
b) All heavy equipment and furniture will be lifted and

taken across, never dragged across the flooring.
c) The furniture shoes will be checked and replaced to

prevent damage to the flooring.
d) All spills and stains will be wiped clean immediately

to prevent permanent staining.
22.4 Crockery a) It will be passed in the dishwashing machine with

warm water to clean oil and grease stains.
b) Harsh scrubbing agents and pads will not be used
P AGE 11 0 O F 1 31
to prevent scratches on the surface.
c) Crockery will be handled carefully to prevent

chipping and breakage.
22.5 Cutlery a) Mild detergent will be used to wash and treat

cutlery.
b) All cutlery will be soaked in a soap solution dip

prior to washing.
c) Non-abrasive and non-corrosive agents will be

used to wash the cutlery.
d) Electro plating of silverware and cutlery will be

done on a regular.
22.6 Glassware a) All glassware will be wiped with a glass cloth.
b) Whimming of glassware will be performed every

alternate day.
c) Mild detergents and hot water will be used to wash

the glassware.
22.7 Linen a) All restaurant linen will be used for guest use only.
b) Discard dusters and cloth pieces will be used for

cleaning purposes.
c) All stained and dirty linen will be given for

laundering immediately.
d) All torn or worn napkins will be removed from

circulation and new linen will be requested for.
e) Proper par stock will be maintained by the outlets.
P AGE 11 1 O F 1 31
22.8 Table appointments a) The salt and pepper shakers will be free flowing
and clean.
b) Dry rice grains will be added in the salt shakers to

prevent lumping of salt.
c) The flower kept in the central appointment will be

fresh and lively.
d) The pepper mill will be easy to use and filled with

whole peppercorns.
22.9 Refrigerators and a) The interior of the refrigerator or chiller will be

chillers wiped down daily.
b) The gaskets will be wiped down and kept clean and

free of fungal growth.
c) Pest control will be done regularly.
d) The door of the equipment will be closed firmly to

prevent loss of cooling.
e) Food items will be pre-cooled or brought to room

temperature prior to placing it in the chiller or
refrigerator.
f) All food items will be kept covered.
g) The chiller coils will be handled safely to prevent

leakage of coolant.
h) If a equipment is not working as expected, the

equipment will be cleaned out, emptied and
switched off. Engineering department will be
intimated. Prolonged usage of faulty equipment will
harm the equipment more.
P AGE 11 2 O F 1 31
22.10 Coffee machine a) The coffee machine will be checked at least thrice a
week.
b) The machine and the coffee grinder will be cleaned

daily.
c) The steam nozzle will be wiped after every use.
22.11 Service trolleys a) All wheels will be kept clean and free moving.
b) The table top will be covered with a baize cloth.
c) The trolley will be handled carefully to prevent

wobbling.
22.12 Minibar trolleys a) All compartments will be kept clean and free of
spills.
b) The exterior will be kept clean.
c) The trolley will be charged to function smoothly.
d) The wheels will be kept clean and free moving.
22.13 Bar guns for aerated a) The nozzles will be cleaned daily.
drinks
b) The nozzle stand will be cleaned and disinfected
every day.
22.14 POS terminals a) The POS terminals will be kept clean and free of
stains.
b) The printer will be kept free of pins and sharp

objects.
c) The printer roll will be changed regularly to get
P AGE 11 3 O F 1 31
even prints.
d) EDP will be contacted for any faulty functioning.
22.15 Induction plates a) Induction plates are used in buffets.
b) The plate will be kept clean and free of stains and

spills.
c) While handling the temperature thermostat, the

temperature is turned to a complete off, prior to
turning the machine off from the mains.
22.16 Ice machines a) The ice machine lid will be closed without
application of force.
b) The ice scoop will be kept in a container of

disinfectant solution and not in the ice bin.
c) No items will be placed in the ice bin for quick

chilling purposes due to cross-contamination
hazards.
d) The ice machine will be switched off at least once a

month and the ice bin cleared, washed, wiped and
thoroughly cleaned for hygiene purposes.
e) No items will be stacked above the ice machine.
22.17 Chafing dishes a) The chafing dishes will be rinsed with SumaDip
solution.
b) The lid and the tray will be washed and clean
c) The fuel pot stand will be free of any carbon

residue.
d) Sufficient water will be filled in the underliner tray
P AGE 11 4 O F 1 31
prior to placing the food pan.
22.18 Altosham trolleys a) Hot cases will be cleaned everyday.

and hot cases
b) The hot cases will be regularly charged to ensure
the hot cases remain warm.
FB - 23 : HYGIENE
POLICY : Associates will be aware of and adhere to hygiene standards at all times.
23.1 Hygiene awareness a) Departments will ensure that all associates are
trained and aware of hygiene standards.
b) In addition department will also arrange periodic

refresher courses and random personal hygiene
audits for all associates.
c) Appropriate sanitizing solutions are made available

for use in all areas of the hotel.
23.2 Hygiene Audits a) The hotel will initiate monthly hygiene audits based
on the hygiene audit sheet (as sent by corporate)
b) The same may be done by the hygiene manager or

an appropriate external agency.
c) Reports from all such audits will be obtained,

analyzed and appropriate actions taken.
P AGE 11 5 O F 1 31
23.3 Microbiological a) For these refer to the SOPs as mentioned in SOP –

samples and General Hygiene.
Hygiene standards
FB - 24 : INTERNAL AUDIT
POLICY : Department will analyze the findings of the annual internal audit, initiate corrective and preventive
measures and update the internal auditors on the same.
24.1 Internal Audit a) Internal audit is conducted once a year by

Haribhakti & Co.
b) Departments will go through the mystery audit

feedback points as obtained from the respective
audit.
24.2 Analysis and a) Departments will analyze the areas in which the
solutions standards were not met (non-
conformances/suggestions).
b) For those areas, appropriate actions will be taken to

meet those standards.
c) Accordingly department will prepare a revert on

each of the points and forward it to finance for
collating a response to the auditor and Corporate
Finance.
d) For points which are beyond the department

control, the GM will be informed.
P AGE 11 6 O F 1 31
FB - 25 : GUEST FEEDBACK/MYSTERY AUDIT ANALYSIS
POLICY : Associates will continuously analyze all guest feedbacks (scores as well as open-ended comments) and
initiate steps for corrective preventive action.
25.1 Guest feedback a) Associates will collate CFS comments and can
collect the information from the reports “CFS =>
Rooms => Print Cards”.
b) All comments as obtained from CFS, Comment

cards, verbal feedback etc. will be collated as per
the respective departments.
c) In addition the CFS scores can be obtained via the

report – “CFS => MIS Reports => Snapshot for a
period”
25.2 Mystery audit a) Mystery audits are conducted by Renard

International (Mystery Shopper – Once a year),
Shaw Hotels and Consultancy (Mystery Shopper –
once/twice a year) and Bare International (Mystery
Diner - once/twice a year).
b) Associates will go through the mystery audit scores

and feedback points as obtained from the
respective audit.
c) Departments will list down the points wherein the

standards were not met and also compare it with
the previous audit issues (via the mystery audit
analysis report).
P AGE 11 7 O F 1 31
25.3 Analysis & Solutions a) Associates will analyze the areas in which the scores
are low and/or have come down from the previous
month/audit.
b) For those areas, associates will go through the

comments and try to understand the shortcomings
so as to overcome them.
c) For minor complaints, the associates will

proactively solve them.
d) For major complaints, the department will

constitute a team brain storming session to find a
suitable solution.
e) A quarterly analysis cum Pareto can also be done to

find out the repetitive issues which can be solved
by a cross functional team.
f) For points which are beyond the department

FB - 26 : EMPLOYEE SATISFACTION SURVEY ANALYSIS
POLICY : Department will analyze the feedback from the ESS (scores as well as open-ended comments) and initiate
steps for corrective preventive action.
26.1 Sources of a) The department will obtain and go through the

comments ESS scores as sent by Corporate HR.
b) In addition all open ended comments as given
P AGE 11 8 O F 1 31
against the question of “What is the one thing you

would definitely like to see changed at the workplace?” will
also be collated.
26.2 Analysis and a) Associates will analyze the questions/parameters in

solutions which the scores are low and/or have come down
from the previous survey.
b) Department will also do a comparative against

previous year survey to understand if a parameter
has moved from a position of “Strength” to “OFI”
(Opportunity for improvement).
c) For those areas, associates will go through the

comments and try to understand the shortcomings
so as to overcome them.
d) Suggestions for improvements, as provided by the

employees, will be discussed and implemented as
per the suitability of the suggestions.
e) With the support of unit HR, the department will

constitute a team brain storming session to find a
suitable solution and improve the overall working
environment.
f) For points which are beyond the department

FB - 27 : FOOD AND BEVERAGE BILLING CONTROL
POLICY: Guest F&B billing will be handled in a smooth and co-ordinated manner while adhering to billing control
P AGE 11 9 O F 1 31
norms.

SL
27.1 Voiding an item or a k) Any guest complaints on food, beverages or service

check at any of the outlets must be immediately brought
to the notice of Outlet’s Manager.
l) All associates must be ensured by the F&B

Department that items served which are not to the
guest’s liking should be ‘voided’ instantaneously
and not transferred to other complimentary bills.
m) Restaurant manager and Chef In-charge will jointly

make all efforts of service recovery.
n) As a process the ‘Void KOT’ will get generated in

the kitchen which will be required to be signed off
by the counter chef as an acknowledgement of
intimation of guest’s complaint.
o) This acknowledged KOT should be preserved and

passed on to the F&B Controls Department on a
daily basis.
p) In case an alternative dish or a dessert is offered as

a service recovery, a Non Chargeable KOT
(NCKOT) should be raised for the same and while
complimenting the bill for this items, appropriate
reason for e.g. ‘cost of poor service - COPQ’ must
be selected in the system.
q) While each void KOT should be signed off by the

counter chef, a report on all void KOTs of the day
must be reviewed and signed off by the Executive
Chef on a daily basis.
r) Executive Chef or F&B Manager must mention
P AGE 12 0 O F 1 31
reasons for voiding the check against each entry in

Void Check Report.
s) No separate credit has to be given to Food /

Beverage Cost for void check (or any void item).
t) The Night/ Income Auditor or F&B Controller

basis.
27.2 Transfer from one a) If for some bona-fide reason there is a need to
table to another / transfer the item from one bill to another, the
Transfer from one reason of such transfer must be recorded on the
check to another face of the bill by the Restaurant Manager.
b) Report for items moved from one bill to another

must be generated from the system on a daily basis
and must be signed off by the F&B Manager as an
acknowledgement of having reviewed each and
every instance of a move or transfer.
c) The Night/ Income Auditor or F&B Controller

basis.
27.3 Serial Order Control a) The billing stationery must be pre serially
over Billing numbered
stationery
b) The serial ordering control must be checked by the
Night/ Income Auditor or F&B Controller on a
P AGE 12 1 O F 1 31
daily basis.
c) The stores department/ F&B Controls, before

ordering fresh lot of billing stationery, must ensure
that correct serial order series is ordered for
printing.
d) At restaurant level, missing stationery is equivalent

to cash – missing stationery indicates that someone
has tried to misuse the same. Thus, a penalty of
Rs.2,500 should be charged to Restaurant team for
each missing leaf of billing stationery.
e) The Night/ Income Auditor or F&B Controller

basis.
27.4 Reprinting of Bills a) If for some bona-fide reason there is a need to

reprint a bill, the reason of such reprint must be
recorded on the face of the bill by the Restaurant
Manager.
b) Report for bills printed more than once must be

generated from the system on a daily basis and
must be signed off by the F&B Manager as an
acknowledgement of having reviewed each and
every instance of reprint.
c) In case of reprint, the entire set (original, duplicate

and triplicate) of first and subsequent reprints,
other than one guest copy, must be available on
record.
d) Any reprinted bill which is missing is equivalent to

cash. Thus, a penalty of Rs.2,500 should be charged
P AGE 12 2 O F 1 31
to Restaurant team for each missing leaf of billing

stationery.
e) The Night/ Income Auditor or F&B Controller

basis.
27.5 Delay in Settlement a) F&B bills should be settled in the POS system
of Bills instantaneously upon guest making the payment.
b) The restaurant manager must write a detailed

explanation for any delay beyond 30 minutes
between the time of last order/ printing of bill to
the time it has been settled in the system.
c) The Night/ Income Auditor or F&B Controller

basis.
27.6 Other General F&B a) The F&B Controls must make its presence felt on
Control the shop floor by way of routine and surprise
checks.
b) F&B Controller must visit the restaurants to see

how many tables are physically occupied and how
many corresponding bills have been opened in the
system.
c) They must monitor the timings of opening and

closing of checks to identify cases where items were
served without raising a valid KOT and also to
P AGE 12 3 O F 1 31
identify other unusual billing transactions.
d) The Financial Controllers must also keep a vigil by

surprise checks to ensure that the F&B Controls is
diligently discharging the duties of controllership
and not merely remaining a MIS compiler.
FB - 28 : PASTRY SHOP CONTROLS
POLICY : All pastry shop processes and income details will be audited periodically.

SL
28.1 Pastry Shop Controls a) Pending orders on hand for the next day are
checked and accordingly bakery is informed about
the advance orders by the Outlet in charge.
b) The sold stock should be replenished based on

requisitions made to bakery by the pastry shop in
charge which should be supported by an Inter
Kitchen Transfer.
c) Balance stock will be sent back to bakery daily and

is replenished next day.
d) The spoiled stock will be sent back to the bakery

and disposed off after taking the approval from the
chef.
e) Records of stock / wastage disposed will be

maintained by the bakery.
f) At the beginning of day, the expiry dates will be

checked by the pastry shop associate. Expired
P AGE 12 4 O F 1 31
stock, if any, will be sent back to bakery for

disposal. Shelf life is monitored by the Pastry shop
Manager to ensure that expired products are not
stored for sale.
g) Shelf life (best before date) will be defined and

mentioned on the product by the Bakery.
h) A clear distinction between vegetarian and non

vegetarian items must be ensured by bakery by
affixing green or brown dots.
i) Pastry items produced during the day are recorded

in Excise Register by the Bakery department on
daily basis.
j) After the excess stock is transferred back to the

bakery, daily reconciliation will be done for items
produced, billed, returned and closing stock by the
Bakery in charge.
k) HR Policy must be strictly followed for extending

discounts to the employees.
l) The Night/ Income Auditor or F&B Controller

basis.
P AGE 12 5 O F 1 31
FB - 29 : BANQUETS – COMPLIMENTARY AND DISCOUNTS
POLICY : Banquet events in the hotel may be offered complementary benefits or discounts up to the defined limits
only for bona-fide business reasons.

SL
29.1 Complimentary a) Complimentary banquets/ cocktails can be

Banquets approved only by DMD, JMD and VCMD.
b) Efforts must be made to utilize slow/ non moving

provisions and provisions nearing expiry for such
events.
c) Proper Function Prospectus and consumption

challans must be made for all such events.
d) Each hotel should prepare a schedule capturing the

following details and send the report to General
Manager – Operational Finance every month :
· Date of the Event
· Type of the Event
· Expected Covers
· Actual Covers
· Cost per cover
· Banquet Venue
· Host
· Authorized by
· Reasons and remarks
e) This MIS, duly consolidated for each hotel by the

General Manger – Operational Finance, must be
sent to the President on a monthly basis.
f) In case of Managed Properties, the quantum of

complimentary banquets extendable to the owners,
P AGE 12 6 O F 1 31
if any, would be clearly documented in the

Management Contract or Memorandum of
Understanding.
29.2 Discounts on a) Following is the authority matrix for extending

Banquets discounts on banquets for bona-fide business
reasons :
Approving Authority Discount Limit

Up to 10% on the Standard Rates for Standard Menus/ Minimum Venue
Director of Catering Sales/ EAM F&B
Revenue
Director of Sales and Marketing
Revenue
Unit GM
Revenue
Vice President – S&M
Revenue
President
Revenue
More than 30% on the Standard Rates for Standard Menus/ Minimum Venue
DMD; JMD; VCMD
Revenue
b) Each hotel’s General Manager shall prepare the

following documents, twice a year - for season and
off season, and send them to the President
· Standard Rates for Standard Menu
· Minimum Revenue schedules for each
banqueting venue for each meal period.
c) After satisfying himself, the President shall

recommend these for approval to the JMD/
VCMD.
d) It must be ensured that the discounts extended do

not exceed the authority levels. In case of
exceptions, ratification must be obtained from the
appropriate approving authority.
e) A MIS on such discounts extended must be sent to
P AGE 12 7 O F 1 31
the General Manager of the Hotel by the Financial

Controller, on a fortnightly basis.
f) In case of Managed Properties, the quantum of

discount on banquets extendable to the owners, if
any, would be clearly documented in the
Management Contract or Memorandum of
Understanding.
FB - 30 : MANUAL F&B BILLING IN CASE OF SYSTEM FAILURE
POLICY : Guest F&B billing will be handled in a smooth and co-ordinated manner while adhering to billing control
norms.

SL
30.1 Food and Beverage a) F&B and other points of sale must have pre-serially
and other points of numbered KOT stationery.
sale
b) In case of failure of system, these KOTs must be
attached to the pre serially numbered bills, which
will be filled in manually.
c) These bills will be regularized in the POS system as

soon as it is restored. The manual KOTs and Bills
must however be preserved for audit and
verification.
d) The serial order usage is monitored for missing

series by the Night/ Income auditor or F&B
Controls.
e) F&B Controls cross references manual KOT with
P AGE 12 8 O F 1 31
bill.
f) The Night/ Income Auditor or F&B Controller

basis.
P AGE 12 9 O F 1 31
ANNEXURES
Item ordered by guest Questions to be asked

Sandwiches Fresh, toasted or grilled
Choice of fillings as available in the menu.
Steak Level of cooking – rare, medium or well done
Type of sauce as accompaniment as available in the menu
Pizzas Choice of toppings as available in the menu
Eggs Method of cooking – fried sunny side – up, turned over, boiled, poached etc.
Some common expressions used by guests while ordering for different types
of egg preparations:
Term Meaning in kitchen terms
Bulls eye Fried egg, sunny side up
Over easy Turned over medium done
Akuri Masala scrambled eggs
Omelettes Type of filling – masala, mushroom, cheese or as available in the menu.
· General guidelines of food delivery timings at Coffee shops are

Cold Beverages within 3 minutes from time of order
Hot beverages like tea / coffee within 3 minutes from time of order
Starters within 10 minutes from time of order
Soups within 5 minutes from time of order
Main courses within 15 minutes from time of order
Well done steaks within 20 minutes from time of order
P AGE 13 0 O F 1 31
Desserts within 5 minutes from time of order
P AGE 13 1 O F 1 31

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THE LEELA PALACES, HOTELS & RESORTS

PROCEDURES & POLICIES

FOOD & BEVERAGE SERVICE

SL CODE TOPIC PAGE NO

3 - BLISS & Operating standards 4

8 FB – 05 Indian /Chinese /Japanese. 47

11 FB – 08 Lounge (Tea /Coffee) 65

13 FB – 10 Takeaway and Parcel. 79

14 FB – 11 In Room Private Bar. 79

15 FB – 12 Daily Amenity Placement. 82

16 FB – 13 Breakfast Doorknob Menus 83

23 FB – 20 Dissatisfied Guest Complaint. 105

24 FB – 21 Food and Beverage Entertainment. 107

25 FB – 22 Maintenance of Equipment 109

27 FB – 24 Internal Audit 116

28 FB – 25 Guest Feedback/Mystery Audit Analysis 117

29 FB – 26 Employee Satisfaction Survey Analysis 118

30 FB – 27 Food & Beverage Billing Control 119

31 FB – 28 Pastry Shop Controls 124

32 FB – 29 Banquets – Complimentary & Discounts 126

33 FB – 30 Manual F&B Billing incase of System Failure 128

BL I SS & OP E RATI NG STA NDA RD S

F&B COMMON STANDARDS

4. Silverware/EPNS will be used for all outlets.

6. All placemats will be clean, free of spills and debris.

7. Condiments will be placed in neat, clean and full containers.

14. The restaurant menu will offer a varied selection of dishes.

22. All food portions will be appropriate and acceptable in size.

23. Foods will be cooked to appropriate doneness, crispness, color, etc.

27. All publicized drinks will be available.

28. All drinks will be served along with coasters.

29. Beverages will be served neatly and attractively, without spills.

33. The associates will try to up sell drinks where possible.

36. A manager/supervisor will be present in the restaurant to overlook restaurant functioning.

47. All guests will be thanked for their patronage.

48. All the side stations will be clean at all times.

53. If live entertainment, musicians will be professional in behavior.

4. Coat assistance will proactively be offered.

17. Extra covers on a table will be removed accordingly.

28. When the glass is ¾ empty a refill will be offered immediately.

35. All reasonable off-menu guest requests will be accommodated smoothly.

39. All dishes will be presented as discreetly and unobtrusively as possible.

53. The bill will be clearly itemized and correct.

3. Coffee will not to be served if brewed longer than 30 minutes.

6. The buffet will be attractive and well presented.

8. Buffet table skirting will be clean, tidy in appearance.

11. Crockery will be conveniently located for guest use.

19. Buffet traffic flow will be convenient and free of congestion.

22. Replenishment of the buffet will be done discreetly.

27. The dessert buffet will be elaborate and attractively presented.

28. Ice cream will be served in proper scoops.

3. Bar counter will be neat and tidy, supplies carefully arranged.

4. Bar counter will not be worn or damaged, except as theme related.

10. Beer will be served in chilled/frosted glassware.

21. Associates will behave in a professional manner.

16. Flowers on tray will be fresh and un-obtrusive.

22. Associates will offer to pour the beverages (including tea/coffee).

24. Beverages will be offered to be poured.

31. Trays will be cleared within 10 minutes of receiving guest call.

IN ROOM PRIVATE BAR

36. Linen serviettes will be available.

37. Ice bucket and tongs will be available to the guest.